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Influence with ease Featured

9:35am EDT July 22, 2002

What would you say if a customer asked for an item and one of your staff members didn't know if it was available?

Unfortunately, it's an all-too-common occurrence if your business has regular turnover and constantly in-progress employee training. The common response of an untrained employee is, "I don't know. I'll have to check."

That may send the potential customer to your competitors. Instead, teach your staff to respond with, "I don't know, but I'll be happy to check."

If you were the customer, which employee would you say provides better service?

The lesson: Simply changing your team's language from "have to" to "happy to" is another way of enhancing perceived value -- without working harder. Jeff Mowatt (jmowatt@attglobal.net) is a 20-year veteran of the service industry. Contact him at (800) JMOWATT for a free catalogue about his training tapes and services.