[jake]

I couldn’t agree with you more! I love the idea of pulling up the extra chair! For some years now I have applied the principle of speaking of others as if they are present. It’s an old Steven Covey (7 habits of highly successful people) thing. When anyone learns to trust that you don’t speak behind anybody’s back, they become more trusting of you, and that you won’t speak behind their back. The chair brings it all together, and now that I think about it I can use a chair with individuals as well.

It falls right in line with my one comment, and that is to break the habit of calling it “up-sell”. Up-sell has a negative connotation and invokes thoughts of wrong doing or “bait and switch”. If you change your vocabulary to selling “additional work”, it will put a the correct “spin” on the process. I think It’s an innocent mistake when we use up-sell, but if overheard by a customer gets you off to n the wrong foot. Our shop made the switch a couple of years ago. It took a week or two to “cleanse” our vocabulary.

Thanks!

[jake]

Check out the book “When Fish Fly”  It’s available on Kindle, Kobo, etc.  Have you heard about the Pikes Place Fish Market in Seattle?  It’s about their culture.

This is what it’s all about; “If there are any workplaces issues that arise with the male/female work
environment..deal with it immediately! Talk to your team, find out the
communication problems and work with eachother solve it right
away…trust me. Customers watch how we all work together when they come
in for preventative maintenance, if it is a happy team enviroment,
caring, honest, dedicated to providing customers with the best service
experience….then they will be happy and your team, are gold”