“When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.” — Marilyn Suttle Copy Share Image
“Look for the positive qualities in your client's negative behavior.” — Marilyn Suttle Copy Share Image
“Cater to your customers’ lifestyles. It will create instant rapport and a lasting sense of “I belong here.” — Marilyn Suttle Copy Share Image
“Thank your customer for complaining and mean it. Most will never bother to complain. They'll just walk away.” — Marilyn Suttle Copy Share Image
“If you take the approach of “earning” your customers’ business every day and treating them well, they’re less likely to try someone else.” — Marilyn Suttle Copy Share Image
“Do an evening review at the end of the day to reflect on what went well, and what you'd do differently next time.” — Marilyn Suttle Copy Share Image
“Even your most loyal customers always have a choice about where to take their business.” — Marilyn Suttle Copy Share Image
“Notice the difference between being in control and needing control.” — Marilyn Suttle Copy Share Image
“Optimists move through life with a happy exterior. What happens on the inside shows up on the outside.” — Marilyn Suttle Copy Share Image
“When you’re busy, avoid taking the quickest action. Instead make the extra effort to truly serve the customer.” — Marilyn Suttle Copy Share Image
“Your customers are responsible for your company’s reason for existing.” — Marilyn Suttle Copy Share Image
“After each customer interaction, notice if you gave them a “happy to see you” kind of experience.” — Marilyn Suttle Copy Share Image
“When you give appreciation IN ORDER TO get something– it's manipulation and people can sense it. Appreciate genuinely.” — Marilyn Suttle Copy Share Image
