Key Industries
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Recent Tips and Posts
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It’s Not What You Did… – 12/12/23
The statistic we have quoted a lot relating to customer retention is that 68% of lost business is due to perceived indifference. That means that about 2 out of every 3 customers were lost because the customer perceived that that company was indifferent to them. It’s kind of an odd way to look at things. […]
Talk Up Your Teammate – 12/5/23
It happens all the time in business. The salesperson transitions the new customer to their service representative. The nurse tells the patient about the doctor about to come into the room. The gatekeeper tells the customer about the supervisor they’re about to transfer the customer to, in order to address an issue. An employee is […]
Use Silence Wisely – 11/28/23
Silence is golden…until it isn’t. Silence is an excellent tool to use when talking to the customer. Silence can convey that you’re listening, that you are patient, that you are being kind and are deferring to the other person. Being silent can convey that you’re intentional about what you say, pausing before speaking. And the […]
