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Wood Foss, a proprietor and great client in Westerly RI, owns Alley

Katz, a wonderful 20 lane center that does some great numbers and has a

really, really great sports bar called Cleats. In addition to the great

service, the burgers, specials and other concoctions are terrific. I

can't wait for my visit to see them; the burgers are that good! :-)


In any case, Wood is a fervent reader of Chris Brogan's blog and he

passed this information on to me. I thought you might like it


"I¹m convinced that everyone in every organization is now part of the

sales force. I also think you¹re part of customer service, but there

are no customers without sales. Sales comes first. No matter if you¹re

the "bagger" at the grocery store to the CFO, your job is sales and

then customer service, and if you don¹t think it is, your company¹s

health is probably just as questionable as the rest of the businesses

out there.


Think Sales

Sales people don¹t push a product; they listen for people¹s needs. The

really good sales professionals I¹ve met sell other people¹s products

just as readily as they sell the one they¹re paid to sell. Get in that

habit, the habit of being helpful. Find people¹s needs as a matter of

fact. Find them even when you¹re not really on duty. Listen to people.

Listen to what they¹re really saying versus what is coming out of their

lips. This will pay you forever.


Think Customer Service

The #1 trait of excellent customer service is empathy married to action.

Sometimes, empathy is all you can deliver. I¹m sitting in an airport

writing this at 5AM because our plane was rerouted due to an emergency

on board. It¹s no one¹s fault. But none of the passengers really want

to be here. Everyone has dealt with us with empathy first and foremost,

and that¹s what matters. They¹ve spoken from our side of the fence.

They¹ve been personal with all their interactions.


Empathy plus action is what makes great customer service. You can

practice this as often as possible, too. You can do it at home. Get on

the other person¹s side of the table as often as possible. Look for

potential ways to help. And remember, listening and making someone feel

heard is every bit as important an action as any other (note to men: we

tend to leap to action instead of helping a woman feel heard ­ that¹s

from studies I¹ve read and John Gray¹s work)".


My best to all, Wood

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