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Hub You - How to Say Sorry and Really Make an Impression
Traditionally Accountants have been seen as something to be feared and a necessary evil, but things are changing. Accountants need to look at their attitude to their clients and perhaps rethink the approach they use. Many people feel daunted and intimidated by a visit to the Accountant and this need not be the case. Adopting a new approach will ensure that Accountants keep their clients longer and are
And yet I’m blown away by this gesture of just ?3.98!
My second story comes from Iain Grubb. Here’s the story that Iain sent me:
“My neighbours had just got married and went on their Honeymoon to Bali and stayed at the Four Seasons, the finest hotel on the island.
As a special treat they booked the Honeymoon Suite. Upon arrival at the hotel they were informed that the Honeymoon sui
Getting nervous before or during an interview is natural but there are things you can do to combat it.First off, practice makes perfect! The more you interview, the more confident you'll be.Do company research well in advance so that you can relax before the interview rather than scrambling to get ready at the last minute.When it comes to answering interview questions, avoid trying to
Now don’t use that as an excuse to make a mess of things for every customer. You’ll soon get caught out. But, when things do go wrong, how can you win the customer round?
My first story is about my local Sainsbury supermarket.
My wife, Maggie, had bought some fruit. But when she got it home we noticed that the grapes looked a bit "manky" and the pineapple was past its sell by date. So I volunteered to take these back to the store.
Whenever I take something back I always feel a little apprehensive. I’ve got so used to people being defensive that I’m almost ready for a fight right from the start.
I went to the customer service desk and was delighted when the lady there offered to refund my money. No questions asked. Just a very friendly and polite, “Sorry”, and an offer to give me a full refund. She had exceeded my expectations.
But what came next was the icing on the cake.
She simply said, “If you would like to go and select some more grapes and pineapple from the shelf and bring them back to this desk, I’ll let you have them free of charge.”
WOW!
Empowerment!
This is what it’s all about.
Lose the battle but win the war.
I estimate that we spend at least ?20 per week on fruit. That’s more than ?1000 per year and we’ve been shopping in that store for almost 15 years. We’ve spent over ?15,000 just on fruit.
We’ve probably spent more than ?125,000 in that store in total including all our other food and petrol from their service station.
And yet I’m blown away by this gesture of just ?3.98!
My second story comes from Iain Grubb. Here’s the story that Iain sent me:
“My neighbours had just got married and went on their Honeymoon to Bali and stayed at the Four Seasons, the finest hotel on the island.
As a special treat they booked the Honeymoon Suite. Upon arrival at the hotel they were informed that the Honeymoon suit
How To Gain FREE Advertising That Will Make You Rich!Okay-Just What Exactly Is “Free Advertising”???Before I get into the specifics of actually HOW to get free advertising - it’s important for you to completely understand exactly what free advertising is.“Free Advertising” is any mention, listing or “blurb” about your product in a magazine, newsletter, book, manual, directory etc. Yo
Whenever I take something back I always feel a little apprehensive. I’ve got so used to people being defensive that I’m almost ready for a fight right from the start.
I went to the customer service desk and was delighted when the lady there offered to refund my money. No questions asked. Just a very friendly and polite, “Sorry”, and an offer to give me a full refund. She had exceeded my expectations.
But what came next was the icing on the cake.
She simply said, “If you would like to go and select some more grapes and pineapple from the shelf and bring them back to this desk, I’ll let you have them free of charge.”
WOW!
Empowerment!
This is what it’s all about.
Lose the battle but win the war.
I estimate that we spend at least ?20 per week on fruit. That’s more than ?1000 per year and we’ve been shopping in that store for almost 15 years. We’ve spent over ?15,000 just on fruit.
We’ve probably spent more than ?125,000 in that store in total including all our other food and petrol from their service station.
And yet I’m blown away by this gesture of just ?3.98!
My second story comes from Iain Grubb. Here’s the story that Iain sent me:
“My neighbours had just got married and went on their Honeymoon to Bali and stayed at the Four Seasons, the finest hotel on the island.
As a special treat they booked the Honeymoon Suite. Upon arrival at the hotel they were informed that the Honeymoon sui
When I became a coach six years ago, I had a dream that took me a while to admit to—even to myself. What I really wanted to do was to combine the two great passions of my life—coaching and working with horses—but I had no idea what that might look like. As I bravely shared my fledgling dream with others, people began to point me to other people who had the same dream. I started exploring and discovered th
But what came next was the icing on the cake.
She simply said, “If you would like to go and select some more grapes and pineapple from the shelf and bring them back to this desk, I’ll let you have them free of charge.”
WOW!
Empowerment!
This is what it’s all about.
Lose the battle but win the war.
I estimate that we spend at least ?20 per week on fruit. That’s more than ?1000 per year and we’ve been shopping in that store for almost 15 years. We’ve spent over ?15,000 just on fruit.
We’ve probably spent more than ?125,000 in that store in total including all our other food and petrol from their service station.
And yet I’m blown away by this gesture of just ?3.98!
My second story comes from Iain Grubb. Here’s the story that Iain sent me:
“My neighbours had just got married and went on their Honeymoon to Bali and stayed at the Four Seasons, the finest hotel on the island.
As a special treat they booked the Honeymoon Suite. Upon arrival at the hotel they were informed that the Honeymoon sui
Don't take a passive role in your job search. You can't just sit by the phone. You need to work harder to find the right job for yourself. You might even want to console yourself with the fact that searching for a job is the hardest job you'll ever have. The reason why is simple - when it's done right it's full of rejection.Too many job seekers will simply search Monster® and the other assorted
WOW!
Empowerment!
This is what it’s all about.
Lose the battle but win the war.
I estimate that we spend at least ?20 per week on fruit. That’s more than ?1000 per year and we’ve been shopping in that store for almost 15 years. We’ve spent over ?15,000 just on fruit.
We’ve probably spent more than ?125,000 in that store in total including all our other food and petrol from their service station.
And yet I’m blown away by this gesture of just ?3.98!
My second story comes from Iain Grubb. Here’s the story that Iain sent me:
“My neighbours had just got married and went on their Honeymoon to Bali and stayed at the Four Seasons, the finest hotel on the island.
As a special treat they booked the Honeymoon Suite. Upon arrival at the hotel they were informed that the Honeymoon sui
Have you ever think of going overseas to start a career of teaching abroad? Has it always been a childhood dream for you to be an inspiring teacher? If your answer to both questions is positive, then you should seriously consider teaching abroad. This profession provides you with the perfect opportunity to fulfill your aspiring dream.If you've already considered th
And yet I’m blown away by this gesture of just ?3.98!
My second story comes from Iain Grubb. Here’s the story that Iain sent me:
“My neighbours had just got married and went on their Honeymoon to Bali and stayed at the Four Seasons, the finest hotel on the island.
As a special treat they booked the Honeymoon Suite. Upon arrival at the hotel they were informed that the Honeymoon suite was double booked for the first 2 nights and so they would have to stay in a regular suite.
The General Manager apologised profusely, but the couple was not only angry but also quite upset as this was their honeymoon. The hotel offered a complimentary dinner, free excursions and bottles of champagne by way of apology. The couple went to their room still slightly upset but pleased with the way the hotel had reacted to the problem.
On the second day the couple went on their excursion and returned to be informed that they could move to the honeymoon suite. They opened the door and looked into the luxury of the suite, the wife bursts into tears...... why?
On the bed, spelt out in rose petals, was the word “SORRY”.
This couple now recommends not just this specific hotel but Four Seasons Hotels anywhere in the world. This example demonstrates how going the extra mile can add to the customers experience, it would have cost the hotel nothing for the rose petals, but the impact on the customers was huge.”
What can I say but “WOW!”
What’s your system for turning a complaint into a magic moment?
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