This is an excerpt form my book: Customer Satisfaction is Worthless, Customer Loyalty is Priceless.
The “Grandma” (secret) SelfTest Has the Answer of Truth.
How do your customers feel about the way you talk to them?
Pretty important question, because it determines what they say about you after the transaction is over. Well your problems are over because I’ve discovered a miracle method that works every time.
Here’s how to test the way you talk to a customer. A surefire 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.
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
What is this in reference to grandma?
It’s our policy, grandma.
This is the best realworld self test I’ve ever found.
Get Real…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 are irritating customers, and you have no clue until you insert grandma at the end.
Just try this…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.
Go for it, Grandma,
FREE GitBit… There are three options a customer has to talk about you when the transaction is over. Want to know what they are? Just go to www.gitomer.com click Free Stuff the click GitBit register and enter the secret word, “OPPORTUNITY”.
Jeffrey Gitomer is the author of The Sales Bible, and Customer Satisfaction is Worthless, Customer Loyalty is Priceless. President of Charlottebased Buy Gitomer, he gives seminars, runs annual sales meetings, and conducts training programs on selling and customer service. He can be reached at 704/3331112 or email to firstname.lastname@example.org
1999 All Rights Reserved Don’t even think about reproducing this document without written
permission from Jeffrey H. Gitomer and Business Marketing Services 704/3331112