Imagine this. It’s 3am. You’re sound asleep. Then, BING – your eyes pop open as your mind replays a stressful service scenario from the day before. You failed with a customer. Or at least that’s how it feels.

Ready to get off the emotional roller coaster and get even better at creating strong customer loyalty during difficult times? These tips should help:

Manage your expectations. Stress happens when you resist reality. Expecting things to go smoothly all the time is unrealistic. What sets you apart and puts you at the top of your game is your ability to see stress as a challenge you can win, rather than a threat. Expect to be able to resolve any service challenge and you’re more likely to create a positive outcome.

Manage customer expectations. Being the best feels great. But how does it feel to deal with customers who have super high expectations? Instead of being annoyed, consider this: “High expectations are the price you pay for being known as the best.” You don’t get one without the other.

Get creative. As the saying goes – “Worry is a form of negative goal setting.” Instead of using your imagination to “dress rehearse a tragedy,” use it to ideate solutions to actual pressing problems. One way to do that is to look for outlets that generate more creative thinking.

Today’s action:

Anytime we can have fun, relieve stress and help our team behave in ways that enhance customer loyalty … do it! For stress relief AND employee engagement, give yourself and your team copies of COLOR THEIR WORLD: The Art of Creating Strong Customer Loyalty. It’s an innovative new coloring book filled with inspiration for creating strong customer loyalty. Created by Marilyn Suttle, co-author of “Who’s Your Gladys?”

Get the book. Then download a helpful Instruction Guide with effective ways to use “Color Their World” as a training and reinforcement tool here:




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