Smile: Sell More with Amazing Customer Service is a crash course in customer service and sales. You can read it in 60-minutes or less and immediately apply the information to delight customers and increase sales. Smile is the winner of 8 awards. At just $15.99 it's a very affordable and efficient way to train staff.
I also have a new book that's perfect if you have teens working for your business. The winner of two awards, Smile & Succeed for Teens: Must-Know People Skills for Today's Wired World is a crash course in face-to-face communication to ensure teens succeed in school, work and life.
Smile is a crash course in customer service and sales. You can read it in 60-minutes or less and start increasing your sales today.
I wrote Smile because many businesses I visit are not providing a high level of customer service and are losing sales because of it.
Early in my career, I established, owned, and ran a highly successful award-winning specialty store. Fundamental to its success was a six-week employee training program that I created to guarantee outstanding customer service, ensure repeat business and positive word of mouth marketing, and maximize sales. The results were nothing short of amazing.
In Smile, I’ve collected together powerful tips and techniques from this training program. Smile is the book I wish I would have had when I owned my business. I wrote it to help businesses quickly and easily train their staff and increase sales today.
A local store owner who sells my book in her gift shop told me that a restaurant owner first purchased one copy when his business was down because three of his waitresses were not getting along with customers. He came back and purchased three more copies. Two weeks later he reported that business was up because of Smile’s effect on the waitresses. Just that morning, he said, a customer had hugged one of the waitresses and given her the biggest tip she ever received — a $20 tip for breakfast! He was elated.
A high end grocer, Colasanti’s Market in Highland, Michigan, uses my book for training their 100 employees. Owner Ken Snook says, “Everyone who works in the store, including myself, is responsible for reading Smile. We want everyone to understand how important it is to do as the book recommends.”
Schools and colleges, students, and teachers can benefit from this book. Smile teaches high school and college business students valuable people skills. Business students can use the book to prepare for a job, or to get a head start in their business career.
I've had businesses from dentist offices to automotive suppliers, restaurants and window washing companies purchase it and all have found it to be extremely effective at improving their businesses and have told me so.
The beauty of my book is that you don't have to send your staff to an expensive 3, 6, 8 hour or one week workshop if you don't have the time or can’t afford it. They can read my book in 60-minutes or less and instantly start delighting customers and increasing sales. It’s affordable, quick and easy, which means employees will read and use it, and owners and managers can afford it.
Let me give you one example. A local teacher was filling in for a gift shop owner who was away on vacation. The teacher had never worked retail before, but read my book. When I was in the gift shop some customers walked in and the teacher asked, "How can I help you?" I said to her, "That's incredible that you asked 'How can I help you?' instead of what most people say, 'Can I help you?', which can easily be answered with "No." She responded, "I learned that from your book! In fact, I learned a lot of other valuable techniques from your book that I am using everyday here." She gave me the thumbs up and said "It works! Good job!"
Even if you attend a seminar or workshop, my book is an important tool to have to use as a training handbook and refresher after the event.
The big differentiator between my book and all the other customer service and sales books is that you can read Smile in 60-minutes or less-it’s a crash course. You can immediately apply the actionable information to increase your sales the same day.
My editor and I worked very hard and wrote and rewrote Smile so there are no wasted words. It is direct, to the point and valuable.
To find the right tone, simply smile as you answer the phone. Here’s how your business should be answering the phone:
1. Smile and say: "Good morning (or afternoon or evening)!" Be sure to speak clearly.
2. State the complete name of your business, or say: "Welcome to _______ [your complete business name]."
3. Say: "This is _______ [your name]. How may I help you?"
Be upbeat, warm, inviting, and genuine - greet customers just as you would greet a guest in your home.
1. Try to answer the phone within two rings, and definitely within three.
2. Call the customer by name when possible.
3. Always thank the customer for calling.