Does your Customer Service Pass The Grandma Test?

This tip is from Jeffrey Gitomer's book Customer Satisfaction is Worthless
Customer Loyalty is Priceless.

Here's a sure-fire way to determine how "what you say" will sound to the customer before you say it. A way to "test your talk" so to speak.

PUT "GRANDMA" AT THE END OF EVERYTHING YOU SAY.

What?

Every time you speak to a customer, end it with "Grandma" -­ if it sounds like something you would say to your grandmother or your grandmother would want to hear, then say it. If not, don't.

How would this sound?
Sorry we're closed, Grandma.
Next! Grandma.
What is this in reference to Grandma?
It's our policy, Grandma.

This is the best real-world self-test I've ever found.  If you wouldn't say it to your grandma, why would you say it to your customer? There are lots of phrases you use every day that irritate customers, and you have no clue until you
insert "Grandma" at the end.

Take the five phrases you say all the time and add "Grandma" to the end.
How do they sound? Now call your grandmother and run a few by her.

For more information on Jeffrey Gitomer's book Customer Satisfaction is Worthless Customer Loyalty is Priceless visit here.  To purchase this book on my 100% secure server visit here.