The Working Days conundrum. Not as bad as ASAP … but nearly!
Be clear with all times and dates is one of the mantras from my How to control your elephant training course.
The time-based phrase which winds me...
Why our Elite Demonstrator team insists that even the smallest home requires a 90-minute demonstration
Despite customers asking, ‘Why will it take so long? And why do they need to set aside so much time?’ We say it’s crucial for them to understand ho...
Why Teflon answers create very sticky customer service situations
Whilst non-stick makes cooking easier, in the world of customer service it has the opposite effect. “Teflon” answers are a recipe for disaster.
Th...
TIP: Best way to demonstrate a new home and its products
A simple short mnemonic to help – EDIP.
What does it represent? Explain – Demonstrate – Imitate – Perform. You can’t use EDIP on everything, but w...
TIP: Don’t use jargon with your customers
When you’re demonstrating something to your customers, avoid using jargon and technical terms. Yes, it makes you sound knowledgeable, but a majorit...
Humans are empathic. And we should always try our very best to see the world through the eyes of others before we judge them – but sometimes it's not easy...
... especially when you read that elephant hunting is likely to begin again in Botswana
Empathy is one of the most significant subjects we cover o...
Why shrug-free “sorrys” are important – even for world champions
A slight shrug says "I don't care". Read this post and you'll never shrug again!
When "sorry" looks like this, we neither mean it not care
"You B...
Why putting your “pen in the other hand” improves customer service
This simple idea can completely change the way you communicate with your emotional customers.
Putting your pen in your other hand, makes you...
TIP: Choose not to!
"That customer makes me so angry!" is the wrong thought.
You are choosing to allow that customer to make you angry.
