Are you Predictable?
The new role of front line employees in today’s economy is to create loyalty experiences. A key reason that e-commerce and automated services are booming is that machines are predictable. They rarely give us an attitude. Where there is predictability there is comfort. Where there is comfort there is trust. And where there is trust there is the willingness to part with our money. That means that front line employees need to go beyond just being friendly; they need communication skills that build trust.
A man and his wife are sitting in the living room and he says to her: “Just so you know, I never want to live in a vegetative state dependent on some machine. If that ever happens, just pull the plug.” His wife gets up and unplugs the TV.
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Jeff’s book with 101 top tips. You already know that whatever your message, customers and coworkers are persuaded – not by your title – but by how much they trust you. Jeff shares 30-second tips that strengthen trust in virtually all of your communications.