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October 1999


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

Copyright © 1999 by Bond Communications.


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