“When my son was a teenager, he would use the ‘poker face’ tactic when I was lecturing, nagging, or suggesting. As a… — Susan C. Young Copy Share Image
“A lack of engagement sends the message that you may not care, are not interested, are too busy, or that the other… — Susan C. Young Copy Share Image
“To Move from Woe to Wow with an Unhappy Customer. . . Apologize • Thank your customer for raising the issue. •… — Susan C. Young Copy Share Image
“The actor, writer, and director Woody Allen once said, “80% of success is just showing up!” You Can Show Up By .… — Susan C. Young Copy Share Image
“When you are mindfully focused, the person with whom you are communicating feels that you are making them a priority—that you value… — Susan C. Young Copy Share Image
“Mix • Be situationally aware and pay attention to the people in the room. • Introduce guests or help strike up a… — Susan C. Young Copy Share Image
“It is crucial to understand that there are myriad interpretations of behavior. When you subscribe only to yours, you may begin to… — Susan C. Young Copy Share Image
“Decide today to take a stand, make a plan, and get. No one ever said it was going to be easy and… — Susan C. Young Copy Share Image
“The Warm Welcome of Hospitality. Walt Disney World is the epitome of world-class customer service. Employees must be hyper-vigilant of spatial orientation… — Susan C. Young Copy Share Image
“It has been said that poise is our highest state of consciousness. It reflects your presence, composure, balance, gratitude, discretion, and self-respect.… — Susan C. Young Copy Share Image
“Tell me about yourself” is one of the best icebreakers and conversation openers you can have. Learn to ask questions using this… — Susan C. Young Copy Share Image
“Have you ever paid notice to the full sound range of your voice? If you have ever been in a chorus or… — Susan C. Young Copy Share Image
“When all else fails, Mother Nature has provided you with a great social default for finding commonality with others. Since weather is… — Susan C. Young Copy Share Image
“Think about the people in your life with whom you have the most engaging dialogue—the ones who will listen to you and… — Susan C. Young Copy Share Image
“My success with customers on the telephone wasn’t by using pushy sales methods, but by engaging people in meaningful conversations which could… — Susan C. Young Copy Share Image
“BE HERE NOW Do you feel fully present and engaged in the way you live your life? Do you immerse yourself in… — Susan C. Young Copy Share Image
“In the legend of Camelot, King Arthur gave consideration as to how his knights might be positioned spatially to impart a message… — Susan C. Young Copy Share Image
“In medicine, prescription before diagnosis is malpractice. Asking the right questions will help you discover a person’s needs and concerns so that… — Susan C. Young Copy Share Image
“The road to hell” (in the metaphorical sense, of course), occurs when the people who have good intentions fail to act, follow-through,… — Susan C. Young Copy Share Image
“As you read in The Art of Being, having a heart of service and generosity is a powerful state of being and… — Susan C. Young Copy Share Image
“Extend Invitations "How many times have you sat at home alone feeling jealous or sad that you were not invited to a… — Susan C. Young Copy Share Image
“As you navigate the various zones with people, a variety of specific physical and psychological responses is elicited from them. Until you… — Susan C. Young Copy Share Image
“In our digital world today, handwritten notes are an “old school” way to make people feel important. Email is easy and Facebook… — Susan C. Young Copy Share Image
“When you are sitting behind a desk with a person on the other side, there is a barrier between you that becomes… — Susan C. Young Copy Share Image
“This method enabled me to expand my territory and create a strong network of loyal customers for referrals and repeat business. Make… — Susan C. Young Copy Share Image
“Check Your Ego at the Door. A big part of creating valuable, long-term connections requires setting your ego aside. For some, it’s… — Susan C. Young Copy Share Image
“While some may consider being friendly an appealing personality trait, I challenge you to see it as a valuable skill. In a… — Susan C. Young Copy Share Image
“On the other hand, when presented with a service-minded professional who strives to deliver the best possible experience, aren’t you duly impressed?… — Susan C. Young Copy Share Image
“By your practice of active listening, everyone involved benefits because you . . . • are more engaged and engaging; • demonstrate… — Susan C. Young Copy Share Image
“What is the motive behind your services? If it is self-centered, self-serving, and lacking consideration for others, then earning people’s trust, rapport,… — Susan C. Young Copy Share Image
“If you want to impress someone with how much you know, the best thing you can do is talk to them about… — Susan C. Young Copy Share Image
“How do you enter a room? How do you walk into a job interview? How do you approach a sales prospect for… — Susan C. Young Copy Share Image
“Using titles such as Mr., Mrs., Miss, Dr., etc. demonstrates respect. In previous generations, it was a social necessity and simply good… — Susan C. Young Copy Share Image
“It is wise to use titles for people in positions of power, higher education, seniority, or maturity, unless otherwise instructed. This may… — Susan C. Young Copy Share Image
