Marilyn, Author at Who's Your Gladys?

Gladys Recommends The Endangered Customer

Today’s video blog will give you specific ways to guarantee repeat business based on a great new book The Endangered Customer: 8 Steps to Guarantee Repeat Business. It’s written by

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Dealing with Moaners and Complainers during Emotionally Charged Meetings

Running an effective meeting isn’t always easy – especially when emotions run high. A moaner or  complainer can suck the energy right out of the room, leaving everyone drained

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Which Customer Expectations Matter Most?

Customers have four expectations that determine whether they’ll be highly satisfied doing business with your company, according to Gallup Research. First, they expect ACCURACY – Does your staff meet the

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5 Ways to Build Customer Trust

Customer trust is developed in your organization over time and through shared experiences - like online reviews and personal recommendations. Having conversations with your team about trust-building is crucial but it can backfire. Here are five things to keep in mind to build trust with your team and customers.

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Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure

Can you make yourself appear calm and composed, when you’re not? When you’re nervous, do your hands get sweaty or clammy? Does that muscle in your cheek twitch when

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As a Business Owner, You May Unwittingly Ruin Great Customer Service

In my line of work, I have a lot of morning breakfast meetings. This week, I tried someplace new. Our waitress hit just the right chord with us. She was really funny, without being corny. She was attentive without being intrusive.

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Handling Challenging Conversations with a Customer Service Focus

It isn’t always easy to keep customers happy. Your ability to handle challenging conversations can make the difference between forming a stronger customer relationship and sending them to your competition. These six communication skills can help you create connection when conversations get heated.

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Giving Customers an Online Gratitude Platform

Giving Customers an Online Gratitude Platform

Customer service can feel like a thankless job. That’s why it feels so good to be appreciated – especially when you go above and beyond to be helpful. The

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Gladys Is a Big Fan of Composure

Have you ever seen a stressed manager act like a bully? Employees see it. Sometimes customers see it, but even when they don’t witness it directly, they pay the price. As does the company.

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