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Race Glaze / Morethanpolish Established in 2003, built on advice. Car Care - Race Glaze, Zymol, Kenotek UK Distributor, Renovo No.1 UK reseller, Hindsight Worldwide Distributor, Blackfire, Gloss-It. Protection - Car covers, Dehumidifiers, AirChambers, CTEK & Accumate battery conditioners, Custom mats. More - Sonax, P21S, Meguiars, DoDo, Gliptone, Kestrel, 3M & Farecla, Door Protector pads, Wind Deflectors, Seat covers- and UK-wide Detailing

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Old 20-09-2017, 04:18 PM   #1
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Good business advice for valeters

This nugget came into me today, useful for all of us who are pressured by customers:

Perhaps it's a stranger asking for free advice from you.
Or an acquaintance trying to convince you that what
benefits them is something you need to do. Or a client who
persistently texts you and expects an instant reply.

According to psychologist Debra Condren, author of "Ambition
is Not a Dirty Word," if you would like to say no but don't
know how, you need strategies for sticking up for yourself.

Having stock replies in reserve and perhaps practised out
loud will help. Condren suggests:

"I don't work that way."

"That doesn't work for me."

"It's against my company policy."

"I'd be glad to set up an appointment for that. My fee is
£___ per hour."

And when asked a favour by email or left a completely vague
voice mail, it's OK simply not to reply, she says.

Above all, don't apologize, and don't explain, she adds.

Although people might accuse you of being heartless, cold,
rude, arrogant or greedy for saying no, remind yourself that
it's your right to decide how to spend your energy and to
set reasonable boundaries.

Thanks to Marcia Yudkin
Mark Wibberley
DW Approved Trader since 2009
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Old 20-09-2017, 05:42 PM   #2
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I'm guessing this is an American book ? Whilst I agree its OK to say no I'm not certain about not returning voice mails. This is a potential customer who may be looking to do business with you. It is also bad manners. That person may also share their experience e.g. couldn't be bothered to even ring back.

In current times my experience is people will share negative feedback freely but are less forthcoming when something has gone well

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