Courses / WAYMISH

WAYMISH

Why Are You Making It So Hard (...for me to give you my money)

19 minute streaming video

  English and Spanish

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Many customers plan to give you their business but leave in frustration.

It's called a "WAYMISH" and it happens all the time. This unforgettable course teaches the attitudes and behaviors that make customers feel valued so they stay...and buy from you again and again.

WAYMISH is an acronym for: Why Are You Making It So Hard…for me to give you my money?

A customer enters your place of business, fully intending to buy something. Then, it happens…something frustrates the customer to the point where they change their mind and leave without spending a dime. The "IT" is a "WAYMISH" and 2 out of 3 times, it results in the permanent loss of a customer.

WAYMISHes are all the slights and displays of apathy made by employees and organizations that lead customers to believe that they don't really want their business. Things like not attempting to resolve complaints, putting policies ahead of common sense, not listening to what the customer is saying -- the list can go on and on.

Eliminate WAYMISHes by training your staff.  In this program, hidden-camera footage reveals service providers in retail, hospitality and banking committing all-too-common WAYMISHes. Then, the show's host walks these employees through the things they can say and do to convey genuine service excellence. Your trainees will love the way the host is completely on their side -- not trying to embarrass, not trying to preach -- just suggesting new more effective ways to handle customer situations.

Skill points include:

• Quickly Acknowledge Customers
• Listen Carefully
• Fix Problems on the Spot
• Find a Way To Say Yes
• Coach Each Other
• Remember that being of service to all customers "IS your job"