Gabby is the name I’ve given my GPS.  Why? Because she is constantly talking at me! If I created a 'word cloud' with all of her instructions, the largest word would be “recalculating.”

You may be wondering why I am sharing this with you.

When a customer calls you for help, it’s like they are asking for directions.  Do you say:

  • We don’t go there
  • No
  • Can’t
  • I don't know


Do you clarify? Did you mean Springfield, Il or Springfield, MO?

And offer options?   i.e. Avoid tolls and highways, etc.

Choose your words, offer options and help them get to their destination.

The easier it is to get there, the happier they’ll be.