The Daniel Group had its annual client conference in Charleston, SC.  We had over 50 clients in attendance.  By the comments and feedback we received, it was successful.  In this week’s blog, I wanted to share a short video clip of a truly pleasant customer experience that one of our presenters, Marty Yuzwa of Ohio Cat, used to illustrate how behavior makes all the difference when having to deliver bad news.

I won’t say too much about the clip because it is self-explanatory.  I will say this is about a California Highway Patrol officer who spends his day writing traffic tickets, something no one wishes to receive.  Yet, in his many years of service, he has received no complaints.  In fact, according to the interviews with some of his “customers,” they found it pleasant, or at least as pleasant as getting a ticket can be.  Listen and see how you think this officer delivers a positive experience in an unpleasant situation.  What are the messages you can take away from this officer’s approach?

To view the video, click here.

Lynn

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