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What does a Customer Mean to You ?

“To handle yourself, use your head; to handle others, use your heart.”—Eleanor Roosevelt

How are your Sales, Reservations, Customer Experience teams currently operating ?

What are their opinions, attitudes and feedback on customer needs and communication. Is this personal to them, their territory or communication or is it a common vernacular between colleagues and peers ?

How do these same teams respond to pressures surrounding KPI's, managing objections, negotiation or customer complaints.

What influence is received from management reinforcing their attitudes, communication and considerations. How is this benchmarked and defined.

Where are positive influences expressed, how are these modelled and reflected upon. Can they be implemented and where they have already, how successfully, to what degree ?

Many people see the customer as a means to an end. When there is no closure, an objection or complaint, then it is an issue and barrier to achieving certain profit margins. The customer is forgotten. Their money not.

Business owners also experience this from marketing organisations, alleged coaches and mentors and training courses promising yet not delivering.

What we must remember, is that we are all customers. We are all connected.

Rule no.1 "Treat others as you wish to be treated yourself"

The video explores further considerations.

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