Customer Service Training TIps

How to lose customer confidence without saying a word

What do the following service providers have in common?

  • Contractor shows-up at the worksite in a beat-up pick up
  • A financial planner attends a meeting and appears in need of a shoeshine
  • A website’s ‘latest news’ is 3 years old

Answer – they all show a lack of attention to detail. And they all reduce customer confidence. Before doing business with you, the customer isn’t in a position to know if you are technically competent. What the customer can see is whether you pay attention to detail. If you evidently don’t maintain your own equipment, grooming, facilities, or website, then why should the customer believe that you’d be any more conscientious with their home repair, finances, vehicle, or whatever they’re entrusting you with? Being presentable is not about being compulsively neat. It is about demonstrating your commitment to quality.


 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:

Teenager with nose rings, baggy clothing and spiked hair to a friend: “I don’t really like dressing this way, but it keeps my parents from dragging me everywhere they go.”


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