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YOUR TIP FOR APRIL 3, 2012
 


Bite your lip when a customer starts complaining about a repair, and you know she’s wrong. Instead, think of her as a balloon.

WHY? All you’ll do is argue back and forth. A better strategy is to just let the customer talk uninterrupted while visualizing her as a balloon slowly emptying of the hot gas inside.

HOW? When the balloon is empty, she'll be more responsive to what you would like to say.

SOURCE: David Geller

 
   
 


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