TIP: Don’t use jargon with your customers

Written by Cary Davey on 28 October 2020.

When you’re demonstrating something to your customers, avoid using jargon and technical terms. Yes, it makes you sound knowledgeable, but a majority of your customers won’t understand what you’re talking about – they’ll just switch off and stop listening because quite often they’re just too nervous or excited to ask what you mean.

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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...

Written by Malcolm Pitcher on 11 February 2020.

... especially when you read that elephant hunting is likely to begin again in Botswana

Empathy is one of the most significant subjects we cover on How to control your elephant.

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Why shrug-free “sorrys” are important – even for world champions

Written by Malcolm Pitcher on 25 November 2018.

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 Brits have gotta be the world champions at saying sorry. Even when someone bumps into you; you say sorry.”

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Why putting your “pen in the other hand” improves customer service

Written by Malcolm Pitcher on 25 November 2018.

This simple idea can completely change the way you communicate with your emotional customers. 

Putting your pen in your other hand, makes you Stop and Think. Two powerful skills to have when your customer is emotional

“Sign here” says the official on the other side of the counter. You reach for your pen and duly sign your name.

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