A new book is coming out called, “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan”. I just learned about it while reading an article online,so I haven’t read it myself yet, but I know I want to read it now!
It’s chock full of great advice and case studies from co-authors, Marilyn Suttle and Lori Jo Vest, on how to handle tricky customer situations, and even how to prevent them, by giving excellent customer service.
I loved this one line quoted from the book:
“While many tactics for improvement address one aspect or another of your business, what we’ve discovered is that changing how you and your staff think about your customers can make the most difference,”
So very true and I couldn’t have said it better myself. So much relies on you and your employees own attitudes to the customer. It can absolutely make the difference in the experience you will have with them, and definitely create much more positive experiences for all involved.
Take a look at the article and, if you like what you see, go out and get the book for an added bonus to your business. I know I’ll be doing just that!
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