Earlier this week, a friend of mine passed along a copy of Daniel Pink’s latest book, Drive. It was a pleasant surprise because, having read his bestseller, A Whole New Mind, it was on my buy list. One of the reasons I enjoy reading authors like Daniel Pink, Malcolm Gladwell,
Offering a sincere and specific compliment is an effective way to recognize customers and make the service experience memorable. For example, you might say, “That’s a gorgeous watch. Is it a Tag Heuer?” And then, assuming you have a genuine interest in and knowledge of watches, demonstrate your enthusiasm by
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