• Richie DeMarco

    My favorite is people complain that they are slow, but aren’t doing anything to change that.  Whether it’s better service, new offerings or updating their website.  Like you said Paul, it’s much easier to complain…

    Have a great day!

  • http://yoursalesplaybook.com paulcastain

    Great point Richie!

    Let’s take that same energy and apply it so we don’t continually find ourselves in this situation. 

    Thanks for sharing your thoughts!

  • http://www.njbusinessinsurancelady.com/ Melissa

    I agree, Paul!  This annoys me to no end as well!  I have 2 businesses and sometimes business number 2 is significantly slower than I’d like it to be.  But, if you ask any one of my customers, or potential customers, they will all tell you I have plenty of business because, even when I’m slow, I put the idea out there that I’m booked.  Believe it or not, it actually brings more customers my way!

  • Delia Nechifor

    Paul, I agree with you that it did not help that the waitress was complaining all the time. But we should try to see it from her perspective as well, maybe her moral was so low that she simply could not see that she was making things worse. So… when being in such a shitty situation how do you drag yourself out of it? Is it really that easy to recognize that maybe you could be a part of the problem when all you can think of is that you don’t have enough money to pay the rent?

  • http://yoursalesplaybook.com paulcastain

    Great point Delia and one where I can honestly say “I’ve been there”.

    When I lost everything I had and was almost $60,000 in debt waiting tables back in 1995 I was lost.

    So to answer your question No it isn’t easy to recognize that you could be part of the problem . . . and that’s why I decided to write this today. 

    Thanks for sharing your thoughts!

  • http://yoursalesplaybook.com paulcastain

    Great points Melissa and I agree with you about it bringing more business your way . . . certainly more than any simply approach would yield.

    Thanks for sharing your thoughts!

  • Debbie

    When slow, I like to take the time and regroup, review and reachout to those clients I haven’t talked to in a while.  Also, good opportunity to practice listening skills.  Have a great day!

  • Canada Sean

    Gold.  Pure Gold.  Thanks Paul.  
    The waitress had a single opportunity to blow you away with exceptional service and maybe – just maybe – that one interaction would have helped to turn that business around.  When a person gets great service, they will often tell one or two people but they will become advocates and supporters.  When the service is the other way around…they tell everyone.  Shame she missed a perfect chance to enchant a customer into becoming a customer for life!

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  • Anonymous

    If I put myself in the shoes of that waitress, I’d want a friendly reminder that I was heading down a slippery slope with my sour disposition.  Is there an easy way to gauge wether or not people like that waitress would be receptive to a friendly reminder on how to turn things around?

  • http://www.odonnellweb.com/blog/ Chris O’Donnell

    I understand your point. However, I’ve been in the situation where I had no confidence that my employer could actually deliver on the promises we were making, because money was very tight and the end was near.  It makes it quite difficult to put on the happy face when I’m questioning if the customer is really better off without us.

  • The Irreverent Sales Girl

    I would be your best service EVER and then ask you about possible job opportunities..given that you are the only paying customer in the place!

  • Juan – Human Being

    Why there should be any difference in servicing our customers when business is slow or peaking up?
    My wife always tell me she is gonna buy something from me so that I treat her as nicely as I treat customers, ha ha! (fortunately she is joking… I also try and do my best … and please forgive me women here … to continuously woo her everyday, but women are impossible to completely please, aren’t they?)
    Thank you Paul and thank you to all the rest for all the learning I get from reading you all (women included … just joking)

  • Marc Zazeela

    I here ya Uncle Paul. I would think that when business is slow, one should go out of their way to make sure the customers that you DO have are treated like royalty. One of the best ways to advertise is through grassroots. How to create grassroots advertising? By complaining to your customers? Probably not a good formula.

    I have about as much interest in listening to the problems of someone I don’t know as they do in listening to mine.

  • lou ciampi,jr

    winners win for a reason. If you are positive in your approach, if you believe in what you are doing and if you pass that positive vibe to your clients, you can achieve great success. Your clients will look forward to your visits or go out of their way to visit your place of business.

  • http://yoursalesplaybook.com paulcastain


    Thanks Lou!

  • http://yoursalesplaybook.com paulcastain

    So true Marc. There energy would be better focused on wowing the one customer in the place with the hopes that he tells two friends, and so on and so on :)


  • http://yoursalesplaybook.com paulcastain

    Ha :)

    Thanks Juan!

  • http://yoursalesplaybook.com paulcastain

    Thank you!

  • http://yoursalesplaybook.com paulcastain

    Yep. That’s a tough one Chris!


  • http://yoursalesplaybook.com paulcastain

    Couldn’t have said it better myself Sean. 

    Thank you!

  • http://yoursalesplaybook.com paulcastain

    Well said Debbie!

    Thank you!

  • http://www.VirtuallyYoursFromCT.com/ Anne-Marie Regish

    Hm… odds are, at least part of the problem, is people don’t want to be subjected to that kind of behavior – so guess what? They don’t come back!

    I DO have empathy for being in a situation that is crashing in all around you and feeling desperate (although I dare say her reason for being inappropriate was not caused by something so dramatic — unless she owns said deli place and is facing losing it). BUT I maintain it is NEVER appropriate to lay those feelings out to a customer/client. Period.

    If you are having issues, it’s perfectly fine to air them – call a friend, b$tch about it to yourself in the car on the way home, talk to yourself in the mirror, write in your journal… but DON’T tell it to your customers…and if you’re feeling so badly that you cannot control yourself enough to keep it to yourself during your work shift, then stay home, and start looking into changing your job ASAP…

    You’re not going to resolve these feelings by complaining to a customer, I can assure you that much and you WILL potentially lose your job!

    And the lousy service when there was every opportunity to WOW you? Icing on the proverbial cake.

    I totally agree with what @CanadaSean:disqus said:  “When a person gets great service, they will often tell one or two people but they will become advocates and supporters. When the service is the other way around…they tell everyone.”

    OK – that’s my rant for the day.

    Be well my friend!

    Virtually Yours,

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