Ralph, thanks so much for the kind words! Please feel free to share away with your team. I would love to hear about the response to the information.

Best!

The trick will be to find a tangible example to apply to your list.

Cheers sir and thank you for sharing this info. Love it.

So true Brian. Understanding what got a customer to that moment of picking up the phone or sending a tweet is the first step to having a successful exchange. Like a warranty department, everyone who calls is upset about something. Reps should embrace that going in.

When the moment arrives that I need help and I look up the phone number to dial, I’m already frustrated. People who understand this earn my respect and future business.

Thanks Bill! No doubt, the more proactive you are the less reactive you have to be.

Good post sir.

Agreed Kaarina. It’s one of the hardest things for a company to do, yet one of the things that sets companies above their competitors.