Back to Basics

By: Nancy Friedman
Posted: 01/11/2012

Things you all probably know, but may have forgotten:

  1. "Please" and "thank you" always have been, and always will be, powerful words. Seldom overused.

     

  2. "You're welcome" is the best replacement for "no problem."

     

  3. "Sorry 'bout that" is not an apology. It's a cliche. "My apologies" is much better.

     

  4. A frown is a smile upside down. Stand on your head if you must; but SMILE, darn it!

     

  5. You cannot do two things well at once. Pay attention to the call or the customer.

     

  6. One word answers on email or in person are considered cold and rude. Three words make a sentence.

     

  7. Learn what phrases frustrate your customers. They're probably the same ones that bother you.

     

  8. When was the last time you sent flowers to someone just because?

     

  9. Drop a personal handwritten note to a client and just say "thanks for being a good client."

     

  10. "Hey how 'ya doing?" is not a great way to start up a conversation.

     

  11. Out with friends or family? Put the cell phone away. Talk for 30 minutes. (If you remember how.)

     

  12. Email manners? The same as phone and in person.

     

  13. The old "don't tell 'em what you can't do; tell 'em what you can do" applies to most, if not all, customer interactions.

     

  14. Get excited!

     

  15. Oh, and smile. That needed to be said twice.

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