Teri's Tip #10

Smiling is contagious.  It is one of the best ways to create a positive impression.  No one wants to interact with a grumpy, cranky or sad person.  While you may sometimes feel that way, remember when you are at work, you are always "on stage".

Customers really don't care that you don't feel well or happy.  They expect you to look like you enjoy your job and enjoy being where you are.  So, put on a smile and maybe it will make you feel better too!


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Teri's Tip #9

If you want to retain and expand your customer base, it is key to stay truly customer focused.
Three things you can do: 
1.  Be proactive
2.  Surprise with a little added value*
3.  Put yourself in their shoes

*Adding value does not necessarily mean giving something away that costs you money.  It could be as simple as remembering their name, sharing a piece of advice, thanking them for their business.

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Teri's Tip #8

There's nothing more genuine than actively listening to your customer.  It is the highest form of recognition you can give another human being.

Three simple steps to Actively Listen:
1.  Focus on the customer
2.  Acknowledge
3.  Paraphrase back in your own words


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Teri's Tip #7

Treat customers like a guest in your home.  Clean the area up, have all the materials you need, be prepared and ready, put on a smile!

Can you imagine what your business would be like if all your employees treated customers like guests?

Teri's Tip #6

It's now about how to win the argument, it's about how to win the customer.  Never yell or argue with an upset customer. 

Keep yourself calm and let the customer vent, then look for opportunities to offer Service Recovery (See Service Recovery)



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Teri's Tip #5

Get personal.  Find one item of personal interest about your customer that you feel comfortable discussing; such as, their children, grandchildren, pets, hobbies, travels, etc.

Getting to know your customers helps establish long-term relationships and long-term relationships tend to build repeat customers.