Opinion Archives - Page 12 of 43 -
Phone Etiquette 101

The emotion, enthusiasm and excitement are easily determined within the first few seconds of the conversation.   Oh no not again! Another article about phone communications? Yep, another one. This time we are going to focus on the options for how you should answer the phone, the responses you give and how you end the

Be Looking for CSKs (Customer Service Killers)

I have learned over my career that empathy is not a teachable skill. It is inherent in our DNA.

Nominate Yourself, Someone Else For Counter Professional Of The Year

I’ve seen numerous people approach the Counter Professional of the Year and shake their hand or take a photo with them. And each time it happens, I know recipients are thinking the same thing: What I do matters. What I do has value.

Welcome Competitors, We Are Open For Business

There are those who stick to a generational hand-me-down mantra of not even talking to competitors, not ever, because it will mystically emasculate their business.

There’s No Room For BS (Bad Service)

Good customer service is essentially all we have that differentiates us from the competition.

Training Attendance — It’s Up To You!

We do know how difficult it is to fill a room with 40-50 (or more) techs for a mechanical training class because we have been there, done that.

Your Customer Should Be Responsible For Fixing The Problem?

I’m sorry, but if that’s the way you’re operating your business, you’ve got problems.

A Work-Around Is Not A Solution For Any Business

Watching this kind of inefficiency and knowing that I’ve tried to help them correct it, is maddening, to say the least.

How Are You Going To Stay On Top In Business

Recently, I saw a release from CES (the Consumer Electronics Show) about a driverless car. Yes, you read that correctly. Driverless car!

Make Time For Education

So often, training is available to those who really and truly need it but they won’t make the time or effort to show up.

It’s 2013: Has Your Parts Operation Planned For The Coming Year?

In the publishing business, it is imperative that we are planned out a year in advance.

A Good Work Ethic Can Be Taught

Folks do not inherently set out to do a bad job. I honestly believe that. However, folks come to our little “parts world” and find that we do not have it as easy as they think.