Marilyn Suttle
Marilyn Suttle helps transform the communication and success strategies in people's work and person lives. She helps create engaged customer-focused cultures at work, and shares"Suttle" Shifts for breakthrough results in her keynote speeches. She is the President of Suttle Enterprises LLC, a personal and professional growth training firm, through which she has presented training workshops and keynotes to thousands across the country.
Her client list includes Fortune 500 companies such as Ford Motor Company, Dana Incorporated, Pfizer Corporation, and Visteon; associations such as the American Cancer Society and the Association of Realtors; educational institutions like the University of Michigan; and small to mid-sized companies in advertising, financial and health care industries.
Suttle is a past Chapter President of the National Speakers Association. A Keynoter, and certified trainer, she has spoken on Jack Canfield's Train-the-Trainer Stages to large multi-cultural audiences. She loves working with Global Sales Teams to gain mastery of Composure Under Pressure for outstanding team and customer relationships.
Suttle is the coauthor of "Who's Your Gladys?" and "Taming Gladys!" A Media Pro, her advice was seen on ABC and Fox TV news, Psychology Today, US News & World Report, Forbes, FastCompany, Corp Magazine, Inc. Magazine, and Ladies Home Journal to name a few. She lives in Michigan.
Blog: www.whosyourgladys.com/blog
Web: www.marilynsuttle.com
Twitter: www.twitter.com/marilynsuttle
FB fan page: www.facebook.com/whosyourgladys
Online Press Kit:
http://www.whosyourgladys.com/press.html
Linkedin: http://www.linkedin.com/in/marilynsuttle
“How you think about your customers influences how you respond to them.”
“Customers are human and humans can view situations in unexpected ways.”
“Look for the positive qualities in your client's negative behavior.”
“When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.”
“Optimists move through life with a happy exterior. What happens on the inside shows up on the outside.”
“After each customer interaction, notice if you gave them a “happy to see you” kind of experience.”
“Truth builds trust.”
“Cater to your customers’ lifestyles. It will create instant rapport and a lasting sense of “I belong here.”
“Thank your customer for complaining and mean it. Most will never bother to complain. They'll just walk away.”
“People who work in an environment where doing their best is recognized have a better chance of feeling good about their work.”
“When you give appreciation IN ORDER TO get something– it's manipulation and people can sense it. Appreciate genuinely.”
“Notice the difference between being in control and needing control.”
“Get in touch with your passion and put it to work at work.”
“Do an evening review at the end of the day to reflect on what went well, and what you'd do differently next time.”
“Your customers are responsible for your company’s reason for existing.”
“If you take the approach of “earning” your customers’ business every day and treating them well, they’re less likely to try someone else.”
“Moods can be contagious. Don't catch or spread a bad mood.”
“Even your most loyal customers always have a choice about where to take their business.”
“For every dilemma, find at least three or four possible solutions. The creative process leads to better results.”
“When you’re busy, avoid taking the quickest action. Instead make the extra effort to truly serve the customer.”