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Going to Otto’s Home Improvement to get an opinion on a tomato – it shouldn’t be an aggravating experience. But for Lance, it resulted in a nail-on-the-chalkboard (do they still have chalkboards?) feeling. Lance’s wife was growing tomatoes on the back deck, and several tomatoes were growing quickly. Good news, right? Well there was a […]

The customer is not always right. Sometimes they’re flat out wrong. Your co-workers aren’t perfect. Sometimes they don’t return the call, or they’re rude, or they provide misinformation, or they set unrealistic expectations. People make mistakes. When apologizing to the customer, you sometimes have to say “I’m sorry” or “I apologize,” but those words are […]

Let’s get on the Same Page. How do you get everyone on the Same Page, going in the same direction? Before we move forward, let’s make sure we’re on the Same Page. You need to ensure you’re on the Same Page with your customer before you end the call. I seem to find myself using […]