“When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.”

“After each customer interaction, notice if you gave them a “happy to see you” kind of experience.”

“Look for the positive qualities in your client's negative behavior.”

“When you give appreciation IN ORDER TO get something– it's manipulation and people can sense it. Appreciate genuinely.”

“People who work in an environment where doing their best is recognized have a better chance of feeling good about their work.”

“How you think about your customers influences how you respond to them.”

“If you take the approach of “earning” your customers’ business every day and treating them well, they’re less likely to try someone else.”