Truth builds trust.
For every dilemma, find at least three or four possible solutions. The creative process leads to better results.
When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.
When you’re busy, avoid taking the quickest action. Instead make the extra effort to truly serve the customer.
When building your dream job, do not just create a system to take your clients' and customers' money. Build a system that helps them succeed. Then you all succeed. It's a win/win scenario based on integrity and mutual respect.
People don't care how much you know until they know how much you care
CUSTOMER: Is your poetry section split up into rhyming and non-rhyming sections? BOOKSELLER: No, it’s just in alphabetical order. What kind of poetry are you looking for? CUSTOMER: Rhyming. Preferably iambic pentameter, in poems of no more than ten lines, by a female poet. But, other than that, I don’t mind.
Customer: This book has a couple of tears to some of the pages. Me: Yes, unfortunately some of the older books haven’t had as much love as they should have done from previous owners. Customer: So, will you lower the price? It says here it’s £20. Me: I’m sorry but we take into account the condition of the books when we price them; if that book was in a better condition, it would be worth a lot more than £20. Customer: Well, you can’t have taken this tear here into account *points to page* or this one here *points to another page* because my son did those two minutes ago. Me: So, the book is now more damaged than it was before, because of your son? Customer: Yes. Exactly. So will you lower the price?
Customer: Forgotten my glasses, could you read the beginning of this book to me to see if I like it?