Customer Service

Stop Trying to Fix the Mirror

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I don’t know what world you live in. I mean that literally. I don’t know what business you’re in, what your customers think of you, how people treat you–I don’t know any of those things. I don’t know what world you live in. But one thing that I do know, with certainty, is this:

Your world is a mirror that reflects who you are.

Motivational Speaker Bill Stainton

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It’s Okay to Say “No” to the Wrong Customer

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I was at an event recently where one business speaker asserted that there were four words you should never tell a customer: “I can’t do that.” And he had some very good reasons for this assertion:

Your competitors love it when you tell a customer, “I can’t do that.”

It’s music to their ears.

When you tell a customer, “I can’t do that,” you’re giving them an excuse to look elsewhere, and you’re opening a window of ...

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Do Your Customers Trust You?

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I’m getting ready to board a plane, something I do several times a week. Each time, I’m putting my trust—and my life—in the hands of the pilot. This is, in all likelihood, a person I’ve never met, and never will meet. ...

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A Great Business Lesson From the Grammys

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award winning performance

Back in my Seattle TV days, I used to hang out occasionally with a guy named Dave Grohl, who was the drummer for a little trio called Nirvana. Last night, he and his current band, Foo Fighters, picked up five Grammy ...

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Don’t Be Like Netflix!

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award-winning performanceSo I got a Roku for Christmas. Now, I know that “a Roku” sounds like one of those yappy little dogs that Paris Hilton would carry around in a purse, but it’s not. It’s actually a very cool little device that sits near ...

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A Success Lesson from Paul McCartney

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Paul McCartneyI’ve had the good fortune to meet Paul McCartney a few times. And I say “good fortune” not just because it’s cool meeting famous people; I say “good fortune” because of the lesson I learned—and re-learned—from this guy (who, as ...

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A Teacher’s Million Dollar Lesson

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At a recent convention where I was speaking, I ran into my good friend and science wizard Steve Spangler. As always, I was astounded by just how successful this guy is. He runs a multi-million dollar company, he’s an Emmy winner, and he’s appeared numerous times on The Ellen DeGeneres Show. And if you ask him what he does for a living, he’ll tell you the truth. He’s a science teacher.

So how does a science ...

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