Recently a number of major corporations have spent
big bucks to teach their representatives one very
important lesson: SMILE!
Walmart, one of the most successful retail firms in
history, makes their most visible representative an
employee whose job it is to smile and greet you as you
come through the Walmart doors.
Sometimes the biggest marketing advantage we can
give our businesses isn't expensive ads or commercials.
It's a simple boost in the attitude we project to
customers and prospects.
Often a simple smile and cheerful word will soften even
the hardest customer. Projecting a positive and cheerful
attitude may seem a bit corny and old fashioned, but
customers will frequently perceive you as going further
with your service than you have to. That's what builds
loyalty and positive word-of-mouth.
Our world is getting busier and busier. The demands of
work and home are daily stretching us to the limits.
Businesses who make it their business to smile will earn
our loyalty time and time again simply because they
make us feel good, even if just a little bit.
How can you project a smile when your business
operates over the phone or on the Internet? Smile when
you talk, and carefully avoid using unintentionally
confrontational language when you write.
Empathize with the person you are speaking or writing
to. If they are experiencing a problem, let them know
you understand their frustration.
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