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Characters
from Todd Hunt's "Communication Bleeps and Blunders in
Business"
  "Which
catalog are you lookin' at?"
The
99¢ special was big as life on the catalog in Todd Hunt's hand. But
apparently not on the catalog Violet was holding ... because she had no
idea what he was talking about.
She finally figured out he must be a P, because "sometimes they do special things for the Ps." Do our employees fully understand what our companies
sell? Can they answer basic questions customers and prospects might
ask? And do we empower them to delight customers in every way imaginable? Violet,
office supply phone rep "You
want gravy on that?"
Rocko,
chicken restaurant poultry facilitator Todd
Hunt clearly said, "mashed potatoes, no gravy." But Rocko
could only deal with one thought at a time ... and only when he asked
each question.
"What's your side?" "You want gravy on that?" Where is your listener "coming from?" How
does he or she process information? Once we master that communication
key, we can get anything we want from anyone ... anywhere ... any time. |
