Customer Service Training TIps

Happiness and the Roto-Rooter Guy

Ever notice how a clogged drain clarifies your priorities? Our kitchen drain was plugged so normal operations were at a standstill. I’d tried Liquid Plummer and a 25 foot ‘snake’ without success. Time to bring in the big guns from Roto-Rooter. ‘Gord’, the technician, arrives at 9pm (only 45 minutes after my call), and manages to extract a root that had wedged itself into our drainage line. There’s an outpouring of sludge and celebration. Gord asks, “Are you happy with this?” “Absolutely,” I reply. As I’m paying he again asks, “So, you’re happy?” I find myself saying, “I’m thrilled!” This is as I’m paying significant dollars for something I’d rather not spend any money on. Interesting – asking a customer if they’re happy not only gets you feedback; it also helps lock-in a positive perception in the customer’s mind. Beats them dwelling on the bill.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


Today’s chuckle:

The one who says it cannot be done should never interrupt the one who is doing it.


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