Trainer Tips

TSS Trainer Shay Martin 

"Why Focus on Customer"

• The average business never hears from 96% of its unhappy Customers

• Between 54 and 70 percent of complainers will do business again if their complaint    is resolved.  If the complaint is resolved quickly, this figure goes up to 95%.   However, at any given point in time one in four of your customers is dissatisfied enough to become your ex-customer.

              1.      There is little difference between people, the little difference is “Attitude”, but the    “BIG”   difference is whether it is “Negative” or “Positive” ! 

• 2.      Negativity is like a rocking chair – it gives you something to do, but it doesn’t get you    anywhere.  In fact, more people have lost their jobs, or damaged their career paths,  through being negative, than through being incompetent.

   

  3.      Remember, you cannot be “driven crazy” without your full co-operation, therefore, does this not apply to “negativity” also?

   

  4.      You can bring a horse to a well, but you cannot make it drink!  Yes you can, if you begin by making it thirsty – give it a packet of salted peanuts !

   

  5.      “Five” checks on how to avoid being negative:

   

  ·        Check what we say.

   

  ·        Check what we think.

   

  ·        Build a bullet-proof screen. (Don’t give “free space” in your head to negative people).

   

  ·        Mix with “positive” people.

   

  ·        Have a “Neg-Repellant”. (“What do you think is the answer – how will that effect...”).

   

  6.      Remember, no monument has ever been erected to a critic – monuments are erected to those who are criticised.

   

  7.      It’s the weather in your mind – that determines the climate of the day.