For every dilemma, find at least three or four possible solutions. The creative process leads to better results.

Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.

Moods can be contagious. Don’t catch or spread a bad mood.

Your customers are responsible for your company’s reason for existing.

Notice the difference between being in control and needing control.

Customers are human and humans can view situations in unexpected ways.

When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.

How you think about your customers influences how you respond to them.

Optimists move through life with a happy exterior. What happens on the inside shows up on the outside.

earning” your customers’ business every day and treating them well, they’re less likely to try someone else.

When you give appreciation IN ORDER TO get something– it’s manipulation and people can sense it. Appreciate genuinely.

happy to see you” kind of experience.

People who work in an environment where doing their best is recognized have a better chance of feeling good about their work.

I belong here.

Do an evening review at the end of the day to reflect on what went well, and what you’d do differently next time.

Even your most loyal customers always have a choice about where to take their business.

Get in touch with your passion and put it to work at work.

When you’re busy, avoid taking the quickest action. Instead make the extra effort to truly serve the customer.

Truth builds trust.

Look for the positive qualities in your client’s negative behavior.