When to be warm with customers
“Answer your phone in a brusque manner” was advice I got years ago.
By sounding abrupt, the theory was you could dismiss those you didn’t want to talk to, but delight those you did once they heard the contrasting warmth you reserved specially for them.
Well, new research reveals how you can increase customer satisfaction by varying the degree of warmth you and your team use in conversation.
Hot Vs. Cold
Let’s say you are closing a customer service...
Should you signal when youโre struggling?ย
When you are a business owner, is it good to drive an expensive car or not? Will it attract customers by signalling your success or will it remind them they will be funding your lavish lifestyle?
I’ve often wondered this about real estate agents, for example, the majority of whom seem to drive late model European vehicles.
So I was interested to read new research that probed the benefits and risks of signalling your success as a service firm. In particular, the researchers...
