By Daniel Zanetti
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Extra info for Amaze Your Customers!: Creative Tips on Winning & Keeping Your Customers
Of course, she is very sorry. Of course the booking confirmation on her clipboard says, ‘no overhead projector required’ and that I want the tables arranged in a horseshoe shape for 12 people. But unfortunately, the staff at this hotel, like that at so many others, are better at playing tennis (hitting the ball backwards and forwards over the net, putting the blame on the others) than at football (working together as a team to get the ball in the goal). ’ she asks me apologetically yet at the same time highly motivated.
They distribute prepaid, addressed praise/criticism cards, stamped with the name of the driver and the taxi number so the guest can provide feedback on the quality of the service received. You see, there is another way! ’ Whenever I hear these words on a train, I automatically start grabbing deep breaths, because I know, as sure as the train’s arrival and departure times, that ‘he’ is going to smell of sweat. Knowing what’s coming, I hold my breath until he has gone past. ‘He’ is the waiter, and when he arrives I always have the same two choices: either I can opt for a session of intensive lung training (my record for holding my breath stands at 51 seconds) or subject my olfactory organ to an endurance test under extreme conditions.
If you compare, you will see that prices, even for a new car, do vary considerably. By haggling with the dealer, you can almost always knock the price down to the level of the cheapest dealer. But the question is: which dealer will you buy your car from if the price is the same everywhere? The answer is: from the one you like best! In other words, what we need today is not experts on prices and policies, but experts on dealing with people. Why should you hand over your money to someone who is rude, is not interested in your needs and doesn’t even pronounce your name properly?