Marilyn Suttle

“People who work in an environment where doing their best is recognized have a better chance of feeling good about their work.”

“For every dilemma, find at least three or four possible solutions. The creative process leads to better results.”

“How you think about your customers influences how you respond to them.”

“Look for the positive qualities in your client's negative behavior.”

“Moods can be contagious. Don't catch or spread a bad mood.”

“When you give appreciation IN ORDER TO get something– it's manipulation and people can sense it. Appreciate genuinely.”

“When you’re busy, avoid taking the quickest action. Instead make the extra effort to truly serve the customer.”

“Notice the difference between being in control and needing control.”

“Your customers are responsible for your company’s reason for existing.”

“After each customer interaction, notice if you gave them a “happy to see you” kind of experience.”

“If you take the approach of “earning” your customers’ business every day and treating them well, they’re less likely to try someone else.”

“Even your most loyal customers always have a choice about where to take their business.”

“Truth builds trust.”

“Compassion is the shortcut to connection.”

“Get in touch with your passion and put it to work at work.”

“Do an evening review at the end of the day to reflect on what went well, and what you'd do differently next time.”

“When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.”

“Cater to your customers’ lifestyles. It will create instant rapport and a lasting sense of “I belong here.”

“Optimists move through life with a happy exterior. What happens on the inside shows up on the outside.”

“Thank your customer for complaining and mean it. Most will never bother to complain. They'll just walk away.”