Susan Ward Quotations

Because they're sponges, it's better to incorporate it into their lives now rather than change behavior (later).

People are fascinated when they hear the railroad story, ... They want a story. It gives the name substance, provides a connection.

A year and a half ago, we hired this guy to research names, ... He said, 'People remember numbers more than names.' Numbers 7 and 9 were the most easily recalled digits.

This is the beginning of the season leading up to (the Olympics). This the first opportunity you are going to see the program, the music that these skaters hope to present at the Olympic Games.

It was emotional to see them. It really hit me when I saw them coming off the plane.

That's not why we named the restaurant 17, ... but it seems to be a good omen.

It's an emotional thing for us. But everything's going pretty smooth.

We are very excited with the roster of skaters that are coming. It's the first time New Jersey has been awarded an event of this caliber in the skating world. It's definitely important to the area because we hear all the time that there are not enough major sporting events in South Jersey. It's a great opportunity to have such an event.

Train your staff (if you have any) to be always helpful, courteous, and knowledgeable. Most importantly, give every member of your staff enough information and power to make those small customer-pleasing decisions, so he never has to say, "I don't know, but so-and-so will be back at..."

Answer your phone. Get call forwarding. Or an answering service. Hire staff if you need to. But make sure that someone is picking up the phone when someone calls your business.

Listen to your customers. Can the sales pitches and the product babble. Let your customer talk and show him that you are listening by making the appropriate responses, such as suggesting how to solve the problem.

Deal with complaints. If you give the complaint your attention, you may be able to please this one person this one time - and position your business to reap the benefits of good customer service.

Throw in something extra. Whether it's a coupon for a future discount, additional information on how to use the product, or a genuine smile, people love to get more than they thought they were getting. And don't think that a gesture has to be large to be effective.

The irony of good customer service is that over time it will bring in more new customers than promotions and price slashing ever did!

Lower prices are not service; they're just lower prices.

I am not sexually attracted to women. I would rather sleep with an ugly man than with a woman.

Be helpful - even if there's no immediate profit in it.

Don't make promises unless you will keep them. Not plan to keep them. Will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception.