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Dr. Rick Johnson's Articles in Service

  • How "A" Players Meet Customer Expectations
    It’s not enough to achieve some or even most of your customers’ expectations—your objective is to meet them all. Yet, this can be quite a challenge during peak times when the counter is backed up, the phone keeps ringing and you are short personnel in will-call.
    It’s much easier to help a customer buy something than it is to sell him something. I can almost read your thoughts, “What exactly does that mean?” Well, it means helping a customer buy is all about helping him figure out what he really needs and what will give him the best value.

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