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

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

“Feelings have more to do with the story you tell yourself than the facts.”

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

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

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

“Cater to your customers’ lifestyles. It will create instant rapport and a lasting sense of “I belong here.”

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

“If you take the approach of “earning” your customers’ business every day and treating them well, they’re less likely to try someone else.”

“After each customer interaction, notice if you gave them a “happy to see you” kind of experience.”

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

“Look for the positive qualities in your client's negative behavior.”