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Take responsibility

Customers hate being given the run around. They don’t want to hear what you cannot do for them and they don’t want to be told, ‘What you’ve got to do . . .’

They want to hand you their problem and have you take responsibility for fixing it.

Act positively

• Don’t tell your customers what you can’t do for them – think of things you can do.

• Don’t tell them who they need to see, where they have to go or what they have to do – do it for them.

• Develop a reputation for making your customers’ problems your own.

They will happily pay and tell others how wonderful you are.