Business Quote by Marilyn Suttle
““Look for the positive qualities in your client's negative behavior.””
About This Quote
Source Workshop: Customer Service Training, 2018
Seek the underlying positive traits behind a client’s negative actions to improve interactions.
In simple terms: Find good in bad behavior.
Key Takeaway
Use empathy to address issues.
Themes
customer service
empathy
behavior
communication
Mood
empathetic
practical
Type
coaching
reflective
When to use this quote
- call center
- sales
- client meetings
Key Concepts
psychology
positive framing
conflict resolution
Questions to Reflect On
- How do you balance empathy with accountability?
- When is it appropriate to confront negative behavior?
A Different Perspective
Focusing on positives may ignore serious problems.
![“[S]ometimes, when you are a food person, the possible irrelevance of what you are doing doesn’t cross your mind until it’s too late. (Once, for example, when I was just starting out in the food business, I was hired by the caper people to develop a lot of recipes using capers, and it was weeks of…” quote by Nora Ephron](https://sms4smile.com/quotes/img-quotes/d79/nora-ephron-1217_business_s-ometimes-when-you-are-a-food-person-th_980.jpg)
![“If the State does not acquire supremacy over [vast private] enterprises, it becomes their puppet, and they become the real State.” quote by Bertrand Russell](https://sms4smile.com/quotes/img-quotes/bad/bertrand-russell-69_acquire_if-the-state-does-not-acquire-supremacy_1379.jpg)