Comments on: Whether it’s Plumbers or Processors – Candor Always Works http://blog.bootstrapservice.com/2009/02/09/whether-it%e2%80%99s-plumbers-or-processors-%e2%80%93-candor-always-works/ Service is Marketing Mon, 13 Jul 2009 16:33:37 +0000 hourly 1 http://wordpress.com/ By: bootstrapservice http://blog.bootstrapservice.com/2009/02/09/whether-it%e2%80%99s-plumbers-or-processors-%e2%80%93-candor-always-works/#comment-21 bootstrapservice Mon, 13 Jul 2009 16:33:37 +0000 http://bootstrapservice.wordpress.com/2009/02/09/whether-it%e2%80%99s-plumbers-or-processors-%e2%80%93-candor-always-works/#comment-21 Hi James, Thanks for the feedback. That was my very first blog post ever, and looking back it was entirely too long. I could have made the same one or two points in a third of the time. I'm getting better as I go! The general observation/comment though was that saying "I don't know" is a perfectly valid answer, and when delivered with candor and confidence, it's actually a customer service win more than a risk. The challenge is that many/most organizations don't take the time to: Explain to staff that it's better than making something up or stammering Train staff on how to appropriately say "I don't know" for their particular business Hi James,

Thanks for the feedback. That was my very first blog post ever, and looking back it was entirely too long. I could have made the same one or two points in a third of the time. I’m getting better as I go!

The general observation/comment though was that saying “I don’t know” is a perfectly valid answer, and when delivered with candor and confidence, it’s actually a customer service win more than a risk.

The challenge is that many/most organizations don’t take the time to:

Explain to staff that it’s better than making something up or stammering
Train staff on how to appropriately say “I don’t know” for their particular business

]]> By: James http://blog.bootstrapservice.com/2009/02/09/whether-it%e2%80%99s-plumbers-or-processors-%e2%80%93-candor-always-works/#comment-20 James Mon, 13 Jul 2009 08:31:12 +0000 http://bootstrapservice.wordpress.com/2009/02/09/whether-it%e2%80%99s-plumbers-or-processors-%e2%80%93-candor-always-works/#comment-20 Read and read...didn't quite understand what you were trying to say. Read and read…didn’t quite understand what you were trying to say.

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