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"To Move from Woe to Wow . . . Listen Attentively Be fully present and give your customer your full attention. Stay calm and remain patient. Do not interrupt or become defensive. Let the customer express his or her concerns. Nod your head and use affirming words to show that you are listening. Repeat back and empathize, when necessary. This confirms your understanding of the problem or question."
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"They're pushing credit cards. They don't take Visa, but they do take American Express, or they don't take this one, but they take that one, or you'd better bring this one, or if you forget who you are, look on your credit card; it will be there."
"As far as the customer is concerned, the interface is the product."
"Innovation comes from the producer - not from the customer."
"But paying is part of the game of life: it is the joy of buying that we crave."
"A loud noise at one end and no sense of responsibility at the other."
"What you can't buy is the loyalty that comes through our dedicated crewmembers."
"Be dramatically willing to focus on the customer at all costs, even at the cost of obsoleting your own stuff."
"If you make the customer a promise... make sure you deliver it."
"An artist is forced by others to paint out of his own free will."
Explore more quotes by Susan C. Young
"Bringing a great attitude with positive energy is one of the best strategies you can have for your personal and professional success. Matching our energy with another person's will help us build rapport and relationships more easily."
"Trying to engage with an unapproachable person can lead to embarrassment, alienation, and resistance. Why would we set ourselves up for that kind of pain and failure? It's no wonder that people may avoid them-the risk of rejection is too great."
"Do you ever feel like you have been stopped dead in your tracks? That you have fallen and can't get up? Or like you are stuck in a rut or wading in muck? Paralysis, inertia, and being stuck, can be disempowering and disabling. What is it going to take for you to restart your engines and get moving again?"
"I have known many people who have been incredibly successful in life. It was not necessarily because they had immense talent, brilliance, an expensive education, or exemplary skills. It was because they had an extraordinary attitude to take on life with love, passion, conviction, consistency, and hard work. What they all had in common was getting their minds right and becoming positive thinkers-which activated their potential to achieve remarkable things and build strong relationships."
"Affirmative words and actions confirm you are on the right path and help you attract what you desire. Whether you are reaffirming a dream, a goal, a previous commitment, or a person, reaffirmations will strengthen your area of focus. Begin reaffirming yourself and others through encouragement, paying attention, listening, and being grateful."
"People lose their enthusiasm and disengage for a variety of reasons. It can be due to boredom, disinterest, rejection, apathy, overwhelm, or exhaustion. Once a person begins to disengage, the tendency can bleed over into other areas of their life and disconnect them from what would actually bring them joy."
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