Today our guest blogger is Dr. Tony Alessandra. He has a street-wise, college-smart perspective on business, having been raised in the housing projects of NYC to eventually realizing success as a graduate professor of marketing, entrepreneur, business author, and hall-of-fame keynote speaker. He earned a BBA from the University of Notre Dame, an MBA from the University of Connecticut and his PhD in marketing from Georgia State University.
In addition to being president of Assessment Business Center, a company that offers online, 360?o assessments, Tony is also a founding partner in The Cyrano Group and Platinum Rule Group–companies which have successfully combined cutting-edge technology and proven psychology to give salespeople the ability to build and maintain positive relationships with hundreds of clients and prospects.
?
“Those who enter to buy, support me. Those who come to flatter, please me. Those who complain, teach me how I may please others so that more will come. Only those who hurt me are displeased but do not complain. They refuse me permission to correct my errors and thus improve my service.” — Marshall Field.
The attitude of the professional is summed up in this statement. It establishes the customer as the person to whom you are responsible. Customers support you; therefore, they deserve VIP treatment. When your customers are happy, you are happy. When they complain, you are unhappy, but you examine the complaint calmly and see it as an opportunity to learn as well as satisfy their needs. The quote echoes the fear that customers will not vocalize their dissatisfaction, but instead take their business elsewhere.
Therea
上一篇：Guest Blogger Laura Posey shares – How Much Does T
下一篇：Customer Service at the Speed of Change