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October 1999 Image Don't Get Mad If you ever catch yourself yelling at the music– on– hold, read on You're a businessperson from open to close, but after that you become part of the consumer world. What gets you steamed about dealing with some companies? Make a list, says Rob Stevenson, a frequent speaker on customer service and sales issues at seminars and trade shows. Think about the things you hate as a customer. Then review your own store's practices and make sure you're not committing any of the sins you named. Can't think? Here are a few of Stevenson's suggestions to
get you started: late, delayed or out – of– stock merchandise;
voice mail; slow payers; business cards you can't read; being
put on hold; busy signals; complainers; rudeness; difficult assembly
instructions; unpleasant or unsmiling people; dirty restrooms;
over– promising and under– delivering. – by Stacey King
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