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. But I rarely, if ever, think about it, and I’ll bet you don’t either. The trust is so implicit ...

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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 awards. While accepting the award for Best Rock Album, Dave said something that really struck a chord (pun intended, thank ...

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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 your TV and lets you stream movies and TV shows from sources like Hulu and Netflix. And the Roku ...

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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 a refresher to our younger readers, was one of the Beatles).

Think about this: Paul McCartney is arguably the most famous ...

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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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