Quotes from Marilyn Suttle

Get in touch with your passion and put it to work at work.

Truth builds trust.

Moods can be contagious. Don't catch or spread a bad mood.

Notice the difference between being in control and needing control.

Optimists move through life with a happy exterior. What happens on the inside shows up on the outside.

When you give appreciation IN ORDER TO get something– it's manipulation and people can sense it. Appreciate genuinely.

Do an evening review at the end of the day to reflect on what went well, and what you'd do differently next time.

When you're busy, avoid taking the quickest action. Instead make the extra effort to truly serve the customer.

People who work in an environment where doing their best is recognized have a better chance of feeling good about their work.

Look for the positive qualities in your client's negative behavior.

Customers are human and humans can view situations in unexpected ways.

Thank your customer for complaining and mean it. Most will never bother to complain. They'll just walk away.

Your customers are responsible for your company's reason for existing.

After each customer interaction, notice if you gave them a "happy to see you" kind of experience.

How you think about your customers influences how you respond to them.

If you take the approach of "earning" your customers' business every day and treating them well, they're less likely to try someone else.

Cater to your customers' lifestyles. It will create instant rapport and a lasting sense of "I belong here.