“Start Saying Yes” — Summarized
Start Saying Yes: Improving Customer Experience & Sales Through Positive Messaging is a collection of short stories and observations about the lost art of customer service.
It describes interactions I’ve personally had with businesses and stories of companies getting it right and getting it wrong.
How you can use positive messaging and create fabulous customer experiences to drive sales and profits and build the referral business you’ve always wanted.
This is a quick summary, though the full-length book takes only about an hour to read or to listen free on audible.
Chapter 1 — Servers in Oregon Always Say No
This introduction is a story of how my business partner and I, and some friends and family were treated in a local restaurant by someone who obviously doesn’t care about the patrons to the business. I talk about how there is a growing culture of “saying no” to customers for any reason, instead of finding a way to say YES.
You learn about how your company is only as good as your last customer interaction and that saying YES and accommodating customer requests is both profitable and that you need to stand out in an ocean of poor customer services and bad experiences.
Chapter 2 — Do You Know What Your Salespeople Are Telling Your Customers?
What happened when my wife and I went to buy a new BBQ? The answer will likely not surprise you if you’ve shopped in any “big box” hardware stores recently. This quick story begs the question, “do you know what your salespeople are saying?”
Who is speaking to your customers on behalf of your business and what they are saying? Are they saying, “YES?”
Chapter 3 — Owning the Problem
In this chapter, I bring up the problems with “bottomless fries” and Dark Social. Conversation are happening about your business, you just can’t see them happening. Dark Social can be a hidden business killer.
Are you setting up rules to spend money at your business before a customer even starts to engage with you? Are you posting NO before a potential customer even thinks about making a purchase?
Chapter 5 — Being Available
“Yes is a tiny word that can do big things.”
Talking about a generation growing up in a “NO by design” world and how saying YES will open up your business and your world to new possibilities.
Chapter 6 — Why Say Yes?
Want to read more?
Pick up a copy of Start Saying Yes: Improving Customer Experience & Sales Through Positive Messaging on Amazon or Audible for just a few bucks!
