Marilyn Suttle Famous Quotes
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How you think about your customers influences how you respond to them.
People who work in an environment where doing their best is recognized have a better chance of feeling good about their work.
Your customers are responsible for your company's reason for existing.
For every dilemma, find at least three or four possible solutions. The creative process leads to better results.
Notice the difference between being in control and needing control.
Feelings have more to do with the story you tell yourself than the facts.
When a customer is upset, remember that you're dealing with a person, not a problem.
When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.
Do an evening review at the end of the day to reflect on what went well, and what you'd do differently next time.
Choose actions that show the customer that they matter.
Service heroes strive to exceed the customer's expectations.
Truth builds trust.
Look for the positive qualities in your client's negative behavior.
If you take the approach of "earning" your customers' business every day and treating them well, they're less likely to try someone else.
Even your most loyal customers always have a choice about where to take their business.
Every interaction is a chance to strengthen the customer relationship.
Optimists move through life with a happy exterior. What happens on the inside shows up on the outside.
