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Answer Upon - There's A Lot To Be Said For 'Please & Thank-You' Training
As a newbee to eBay I sold a LOT of things. I looked around our farm and I found a TON of stuff that I was interested in getting rid of. Old metals, seeds, wood, cattle, dogs, wife...(well, truth is she got rid of me first, but that's another story..)But you know, af
But again, the presumption is that we’re ceding authority and power to the customer. If we think we’re superior or equals, then I suppose we’ll dispense with this customary etiquette.
Some CEO’s like to invert the order of importance, saying that their employees come first, customers
In our previous installment of medical billing, focusing on electronic transmission of claims and the GU0 record, we began our journey into the fields of the GU0 record that need a road map, a degree in advanced mapping and a lot of patience just to understand. In this ins
With derision in his voice, one described the program as “Please & Thank You” training.
Well that’s pretty mindless and wasteful, I recall thinking.
But now, I have a different viewpoint. I believe every customer interfacing person should be taught the importance of saying please and thank you at least five times more often.
It was either Aristotle or Plato who reportedly said that education is the one good thing in life that we can’t get too much of, though I don’t think they encountered chocolate.
But we can definitely add to that short list, courtesy.
Customers love hearing please and thank you, repeatedly, because it makes them feel important. And by uttering these words, we remind ourselves who comes first, in business.
Over the years, there has been a steady democratizing of the employee-customer relationship, and I’m not sure it has been that productive. One sign of it is when a banking CSR asks you who he is speaking to, and you reply with your full name, and he then uses your first name through the remainder of the conversation.
Who authorized him to take such a liberty?
Growing up, the etiquette I learned was that we use someone’s formal name, i.e. Dr. Mr. or Ms. along with the last name, if the person is older, if the person has higher status or power, if we have just met, or until we have been invited by that person to be less formal.
But again, the presumption is that we’re ceding authority and power to the customer. If we think we’re superior or equals, then I suppose we’ll dispense with this customary etiquette.
Some CEO’s like to invert the order of importance, saying that their employees come first, customers
Anyone can get the axe at any time. It happens to good people and bad ones...hard workers as well as slackers."We feel you would be happier working for another company.""Sorry, business is falling off. We no longer need your services.""Operations are b
It was either Aristotle or Plato who reportedly said that education is the one good thing in life that we can’t get too much of, though I don’t think they encountered chocolate.
But we can definitely add to that short list, courtesy.
Customers love hearing please and thank you, repeatedly, because it makes them feel important. And by uttering these words, we remind ourselves who comes first, in business.
Over the years, there has been a steady democratizing of the employee-customer relationship, and I’m not sure it has been that productive. One sign of it is when a banking CSR asks you who he is speaking to, and you reply with your full name, and he then uses your first name through the remainder of the conversation.
Who authorized him to take such a liberty?
Growing up, the etiquette I learned was that we use someone’s formal name, i.e. Dr. Mr. or Ms. along with the last name, if the person is older, if the person has higher status or power, if we have just met, or until we have been invited by that person to be less formal.
But again, the presumption is that we’re ceding authority and power to the customer. If we think we’re superior or equals, then I suppose we’ll dispense with this customary etiquette.
Some CEO’s like to invert the order of importance, saying that their employees come first, customers
Engineering is a highly technical field, and all engineers should undertake structured professional development in order to maintain their personal and professional expertise. Many professional development institutes encourage and enable engineers to remain professionally c
Customers love hearing please and thank you, repeatedly, because it makes them feel important. And by uttering these words, we remind ourselves who comes first, in business.
Over the years, there has been a steady democratizing of the employee-customer relationship, and I’m not sure it has been that productive. One sign of it is when a banking CSR asks you who he is speaking to, and you reply with your full name, and he then uses your first name through the remainder of the conversation.
Who authorized him to take such a liberty?
Growing up, the etiquette I learned was that we use someone’s formal name, i.e. Dr. Mr. or Ms. along with the last name, if the person is older, if the person has higher status or power, if we have just met, or until we have been invited by that person to be less formal.
But again, the presumption is that we’re ceding authority and power to the customer. If we think we’re superior or equals, then I suppose we’ll dispense with this customary etiquette.
Some CEO’s like to invert the order of importance, saying that their employees come first, customers
Whether you realize it or not, every business has a brand. How you develop it is the difference between creating your point of distinction or blending in with the crowd; projecting a positive image or eliciting a negative one; growing your business or merely existing; succe
Who authorized him to take such a liberty?
Growing up, the etiquette I learned was that we use someone’s formal name, i.e. Dr. Mr. or Ms. along with the last name, if the person is older, if the person has higher status or power, if we have just met, or until we have been invited by that person to be less formal.
But again, the presumption is that we’re ceding authority and power to the customer. If we think we’re superior or equals, then I suppose we’ll dispense with this customary etiquette.
Some CEO’s like to invert the order of importance, saying that their employees come first, customers
A must read before you form your corporation.We've talked to literally hundreds of business owners over the years. If there's one thing we've learned beyond the shadow of a doubt from those who have been sued, needlessly poured money down bottomless tax or expense ho
But again, the presumption is that we’re ceding authority and power to the customer. If we think we’re superior or equals, then I suppose we’ll dispense with this customary etiquette.
Some CEO’s like to invert the order of importance, saying that their employees come first, customers second, and stockholders, third. There’s nothing wrong with lionizing your staff, but does it have to come at the expense of other constituencies?
No matter, I’m sure front-line folks wouldn’t mind hearing please and thank you from their managers 500% more often, as well!
Dr. Gary S. Goodman © 2006
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