Quotations
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Nancy Friedman Quotes
«How would you like it if your veterinarian called and left the following message on your answer machine -- 'Sir, do you remember your dog, Poopsy, I hope you have a picture of her, she's dead,'»
Author: Nancy Friedman
«You need to be fair about returning.»
Author: Nancy Friedman
«There is a direct correlation between the companies that are known for good service and service training. There's a line that pulls it right from the top to the bottom.»
Author: Nancy Friedman
«You need to start out with something positive like: 'I am having a wonderful time here, the weather is great. Unfortunately ...' and then go into your negative,»
Author: Nancy Friedman
«There's very little value in getting angry over the telephone.»
Author: Nancy Friedman
«Do not start a conversation with negative information. You won't go anywhere with it,»
Author: Nancy Friedman
«There's very little value in getting angry at anybody over the telephone, it is too easy to hang up.»
Author: Nancy Friedman
«You set the tone of the conversation in a positive mode, and that is really what counts.»
Author: Nancy Friedman
«Words like -- 'you did a bad job and you always do that' -- they tell you in therapy that 'you' is a very destructive word unless it is used in a positive way,»
Author: Nancy Friedman
«'You did a great job' is great. 'You lost the order' is bad. 'We' as a company is a much more consultative word.»
Author: Nancy Friedman