Destination Directory

Nancy Friedman

Nancy Friedman


    Rapport building is an art, not a science.

  • Dear Friends,

    My guess is we've all "worked" remotely at some time. Just not all the time. Hey, some of us work while on vacation. (That's REAL REMOTE.) Which brings me to the point of this short blog and fun video.

  • Dear Friends,

    Texting is addictive. No doubt about it. It can ruin a relationship if you're not careful. I'm not talking about the message you send. I'm talking about being RUDE.

  • Our surveys are taken at my speaking engagements. I ask the audience what businesses and/or customers want to know.

  • ASAP has long been the acronym for "As Soon As Possible"—and that, of course, is true in handling a frustrated, irate customer.

  • One thing we all know is no one likes to be rejected. You don't—I don't—the folks next door don't. And certainly, our customers don't.

  • So much of being successful in sales is rooted in your ability to negotiate with your customer, whether it's finding the right price that works for both of you, knowing when to be firm or something else.

  • Since the inception of business, customer service has fallen into three categories: passive, average and proactive.

  • Listening is not the same as hearing.

    Think about a commercial for a product you have no interest in: It's easy to tune that information out, isn't it? You may "hear" it as noise in the background, but you're probably not listening. Hearing is one thing and listening and mentally absorbing the thoughts is another. That's why we say listening is an art—not a science. While it's easy to "hear" what the customer says, great customer service begins with great listening skills.

    Here are easy six steps to help you become a better listener. And if you think you're already a pretty good listener, pass this along to someone who could also benefit from improved listening skills.

  • "I'm just saying..."

    The word "just" gets misused often or not well used, is a better analogy, I believe. The following uses of the word "just" are semi-useless: