Detach – Don’t take things personally. The biggest benefits of not taking things personally are self-awareness and clarity. As Eleanor Roosevelt said, “No one can make you feel inferior without your permission.” It takes practice to step back and be an observer of your life, but the benefits are huge. Observe – Look at the.. read more →

19 Sep 2011
September 19, 2011

When customers attack – part 1

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Quite often I’m asked how to handle those situations when customers are mean to you.  That could be anything from a funny look to actually hurling insults at you. Really it’s anything that makes you feel less valuable than dryer lint. In the following weeks we’ll discuss different ways to handle sticky customers. The thing that.. read more →

10 Sep 2011
September 10, 2011

A good lesson about prejudging customers

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This e-mail from a Minneapolis Minneapolis reader demonstrates why you shouldn't prejudge customers.  This Sales pro really got the last laugh, not to mention the big commission! Dear Ms. Chatterback, Here's my wacky customer story.  I work on commission in women's shoes at a department store in the Mall of America in Minnesota. It was a Sunday morning.. read more →

What is your idea of good customer service? Think most people’s concept is the same as yours?  Think again!  If that were true, you’d want to turn cartwheels of happiness every time you had contact with a business. Oh Joy! I get to call Tech Services! – Right… Here are some questions you can ask.. read more →

22 Aug 2011
August 22, 2011

Shout out to USPS employee!

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Last week I visited the Vadnais Heights, MN Post office where I had the pleasure of meeting Tammy, a long term USPS employee.  She started telling me about how it was personally important to her that she pass along the importance of giving good (and) friendly customer service to new postal service employees.  She also.. read more →

15 Aug 2011
August 15, 2011

Listening fun facts

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How well do you listen to others?  Most of us don't listen as well as we think we do.  Here are some fun facts about our listening habits. Amount of time we spend distracted, preoccupied or just plain forgetful – 75% How much information we usually recall IMMEDIATELY  after we listen to someone talk – 50%.. read more →

08 Aug 2011
August 8, 2011

Customers want a personal touch

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Technology helps today’s businesses “know their customers”.  They gather statistics about us all the time. They send us surveys and collect information through phone campaigns. They even send us “personalized” tweets and messages based on this data. All in an effort to entice us into spending our hard earned dollars with them.  It’s a little.. read more →

01 Aug 2011
August 1, 2011

Straighten up for success

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Remember hearing your mom tell you to sit up straight?  It appears she was right.  A study from Oxford University shows that those who stand up straight and move at a somewhat slower pace are generally regarded as more successful while those who move to quickly are almost always perceived as underlings. – Who knew? read more →

25 Jul 2011
July 25, 2011

Ms. Chatterback says…

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Hey LOWES employees – wake up and smell the paint!  You may have lost this customers business without even realizing it. Take a lesson from finishing school and pay attention to the person standing in front of you. Consumers today have a choice in where they spend their money and they simply won’t tolerate being.. read more →

25 Jul 2011
July 25, 2011

Ignored – it’s not bliss!

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My wife and I were at Lowes today to exchange an item and pick up plumbing supplies. I’ve worked in retail, so I understand there are a lot of details to attend to, but this was ridiculous. There were 3 people “working” at the return counter. OK one of them was working, and two of.. read more →