Key Industries
-
Recent Tips and Posts
-
Don’t Rush to Resolve Quickly – 4/29/25
The customer is angry, so you use the CSS LEAD technique as designed. You, listen, empathize, accept responsibility, and deliver on a remedy. But it doesn’t work. The customer is still upset, and maybe even a little more frustrated than when you started…why?! If the use of this technique fails, the biggest reason is usually […]
Energy v. Apathy – 4/22/25
I asked a couple friends who are much more scientifically-oriented the question: What is energy? I didn’t mean E=MC2. I meant physiologically, what is energy? They described a lot of things that sounded really good, yet far too advanced for my non-medical mind. Part of the reason why energy is of interest is…well…I always wish […]
Prep Enough to Personalize – 4/15/25
Everybody loves Howie. He is an account rep for the local air conditioning and heating company. When I say Everybody loves Howie, I’m definitely talking about the customers. His co-workers love him too, but customers are especially fond of him. They seem to really enjoy their conversations with him, and they always feel heard and […]
