068: Are You Running a Grumpy Business?
Every interaction with your customers offers an opportunity to be warm and welcoming. It's also easy to make them feel alienated or put off. Where in your business are you being unintentionally grumpy?
Key Takeaways:
Some rules come across as cold, particularly if they are reflections of the worst customer experiences you’ve had, rather than the excellent ones you are cultivating.
What tone do you want to set? You can be clear and precise while still kind and friendly
All of the touchpoints you have in your business are opportunities to create small moments that build connection.
⭐️Do or Delegate: Look over the client touchpoints in your sales process - is there an opportunity for you to add surprise and delight to the process to make people feel welcome?
📘Books Mentioned: Free Time: Lose The Busywork, Love Your Business, Pivot
🔗 Resources Mentioned: Employees Only, Emily P Freeman, The Next Right Thing Podcast
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