Rockstar Service, Rockstar Profits by Brownlee David;

Author:Brownlee, David; [David Brownlee]
Language: eng
Format: epub
Publisher: Morgan James Publishing
Published: 2019-08-15T00:00:00+00:00

“Open, honest communication is the best foundation for any relationship, but remember that at the end of the day it’s not what you say or what you do, but how you make people feel that matters the most.”

—TONY HSIEH

“You never get a second chance to make a first impression.”

—WILL ROGERS, STAGE AND MOTION PICTURE ACTOR, VAUDEVILLE PERFORMER

CHAPTER

MASTER UNDERSTANDING

In this chapter, we’re going to dive into Secret No. 4: How you understand your customers. Have you ever been in a situation where the customer comes in, has a big request, and you’re struggling to understand what it is they want or how it is that you can best serve them? Do you ever have a hard time understanding your customers’ or your clients’ special requests—especially when they are upset or have a complicated order?

79% of high-income households avoid vendors for two-plus years after a bad customer experience.

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