Being honest when you're dealing with others is easier to do because your honesty is on the table for all to view...Being honest with yourself is more difficult because you only have to justify it in private where no one can see it.

Listening is the hard part. Listening is the important part. The hot button is in the prospect's response.

You can't be a winner if you're a whiner...wiener.

The more a prospective customer clicks on you and your stuff, the easier it is for them to make a buying decision in your favor.

The biggest reason that positive endings don't happen is because employees are trained on policies and rules rather than principles.

The best way to apologize is to let the customer vent first. Don't interrupt, just take notes and make empathetic noises. You can even tell the customer that it makes you mad too. Second, ask the customer what their speed of need is. Tell them what they ant to hear. That you apologize, that you understand how they feel, that you are meeting with the appropriate people to get a resolve, and that it will be done in 24-hours.

You don't earn loyalty in a day. You earn loyalty day-by-day.