Wow! Somebody on the phone actually asked me "How can I provide world-class service for you today?" Can you imagine actually saying that? I could hardly believe my ears and I felt so special. Someone actually articulated what they were trying to do and asked me to tell them what would make me delighted. I love it. I told him and he did it.
I'm adding that to my list of outstanding language (see May 20th).
Tuesday, May 27, 2008
Tuesday, May 20, 2008
Uh - huh, No Problem
Pet peeve number 32: responding to a request with "uh-huh."
Pet peeve number 31: responding to a request with "no problem."
I don't care if you call me old-fashioned, I don't care if you call me picky. It doesn't matter what you think of me personally because when I am the customer, it matters more than anything else what I think of you. I want you to be delighted to help me.
I want you to use words like
The good news is, you already know how to do it, so it's not a matter of learning something, it's a matter of deciding to do it and then doing it.
More good news is that these simple details will make you extraordinary in a world who's ordinary reply is "no problem" or "uh-huh."
Pet peeve number 31: responding to a request with "no problem."
I don't care if you call me old-fashioned, I don't care if you call me picky. It doesn't matter what you think of me personally because when I am the customer, it matters more than anything else what I think of you. I want you to be delighted to help me.
I want you to use words like
- certainly
- yes ma'am
- of course
- let me help you with that
- I'll be happy to
- it would be my pleasure
The good news is, you already know how to do it, so it's not a matter of learning something, it's a matter of deciding to do it and then doing it.
More good news is that these simple details will make you extraordinary in a world who's ordinary reply is "no problem" or "uh-huh."
Thursday, May 8, 2008
Recruiting Idea
Fast-Track to Automotive Careers: A Girl’s Guide is a 12-page booklet about automotive careers produced by the Girl Scouts of the USA with funding from the Department of Labor. In it, AskPatty.com founder Jody Devere says, “Dealerships want to hire more women, but they just aren’t applying for the jobs. Go visit a dealer! They hire a lot of young people and many jobs don’t require a four-year degree.” Consider inviting local Girl Scouts to your next career event, visit a troop meeting to make a career presentation or give a copy of an NADA career video, Take the Ride of Your Life or From Trucks to Bucks to a local troop.
For more information about Girl Scouts of the USA’s automotive programming, e-mail Lesley Williams at lwilliams@girlscouts.org
To order NADA’s career videos, visit www.nada.org/mecatalog
For more information about Girl Scouts of the USA’s automotive programming, e-mail Lesley Williams at lwilliams@girlscouts.org
To order NADA’s career videos, visit www.nada.org/mecatalog
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