Say YES!

Yes, yes, yes again. Imagine if all our questions were answered with an affirmative "Yes". Oh, the questions we would ask!
How often do you find yourself in a long arduous conversation that eventually ends with you begrudgingly relenting to the customers wishes. Imagine the power of saying "yes". No argument, no stress, the surprised look on the customers face.
Having "Yes" at the ready gives you the greatest advantage. It is a path of no resistance and lets the conversation flow easily. Everyone likes to hear "Yes"
Well, there are exceptions. "Do you have to give me a ticket?" and"Do these pants make me look fat." Otherwise "yes" is music to our ears.

"Yes" can come in the form of a question: "How can I make this right for you?" "What can we do to make this situation better?" and "What would be the best solution for you?"
Even better it can come with an exclamation point "Absolutely!", "Of Course!" and "I would love to!"

The best approach to someone who has come in ready for a confrontation is to deflate it by giving them the exact opposite of what they were expecting. "Their way". If you can manage it give them "Their way"plus a bonus of some type. This is just the icing on the surprise cake that they are now enjoying. Well done!

Introducing the Telephone!

Yes, you too, can be the proud owner of this modern day leap into the future but beware: The phone can turn on you and make you an innocent victim of a widespread virus, "Telephonetiquetteceases" This affliction turns even the wisest and most endearing people into poor representations of themselves.
Though you can't be seen as you answer the telephone, or "phone" as the most literate call it, people can still receive a feeling from you. If you are terse and hurried, people will understand that you don't have time for them. Understandably the person or persons that call your establishment for the first time and receive this sort of treatment will, regrettably, call someone else.

If you really are hurried and have other matters to attend to when that phone rings. Answer politely and ask them if you may have their "phone number". Then tell them you will be happy to call them back at your first available moment. They will understand how busy you are and be pleased that you want to give them your undivided attention.
Many will say that having a machine answer the phone is a better solution. This may be more convenient for you, the phone owner, but for the person calling it can confuse them into thinking that you may be closed, out of business or just ignoring them. Even the time tested "We are with another customer" leaves the caller guessing as to what you are actually doing and in this day of competition for the mighty dollar leaving your potential customers confused, morphs them into someone else's customer. So, if you are there, answer your phone. Within three rings is a good guideline.

Your focus, as you answer the phone, must be as if the person on the other end of that line is right in front of you. Smile as you answer it's telltale ring. Be upbeat and happy they have called. Engage them in witty banter and ask them how they are doing today. Inquire as to the nature of their call and then provide not just adequate information but information that will invite them to want to visit your establishment. Tell them about events and items of interest which they may not have known about.

Then when the conversation is coming to a close. Provide them with the opportunity to ask any other questions they might have. Invite them to have a wonderful day and tell them you hope to see them at your business in the near future. Bid them a pleasant farewell and place the receiver back on it receptacle.

Adhering to these simple steps will keep your phone ringing.