Matthew Harmer

For anyone who works in the service industry, I’m sure the words “the customer is always right” have a bit of a triggering effect on you. You might cringe or shudder as I do. Because even though we’re in customer service, sometimes the customer is just WRONG!  via GIPHY But even when the customers are … Continued

Customer Service Word Choices: What to say to your customers (and why, and how). We have all heard the saying, “It’s not what you say, but how you say it that matters.” Of course, it’s no surprise that the tone of voice matters.  However, research by conversation analysts suggests that it’s not just how you … Continued

Building strong customer relationships drive sales and ensure long-term success. Prioritizing these relationships leads to higher revenue, loyalty, and referrals, helping you build relationships with your customers. This article explores strategies and best practices to use these relationships to boost sales and achieve sustainable growth. Prioritize Relationships Over Sales Many businesses mistakenly focus only on … Continued