Achieve Newsletter - 5th Issue - 2020 - 7

ABWA Perspec tives

Connection Suggestion

4

Know that you may not be seeing customers at their
best. Kids doing distance learning, the entire family
working around the kitchen table, the dog barking
during meetings - you name it, someone you know is
probably dealing with it. Month after month, it's just not
that much fun. In fact, it can be downright depressing.
Work to give people the benefit of the doubt. They may
not be running on all cylinders. A little generosity on
your part may turn an otherwise potentially stressful
situation around.
Connection Suggestion

5

Avoid the templates you used last year, they're probably
wrong. Instead, think about what's bothering or
concerning your customers. If your template doesn't
answer those pains, scrap it and start over. " We know
cooking night after night can get a little old. We're here
to give you a break. We've got curbside delivery and four
family-friendly specials to choose from. Instead of worrying
what's for dinner, let us handle the oven tonight. " That's
speaking the right language. I am sick of cooking.
Connection Suggestion

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6

Offer choices and highlight how those choices are
helping people. " Since March, a lot more of our customers
have been taking advantage of our financing plan for
braces. I think some people really like how the plan is low
interest and spreads payments out over a few years. Would
you have any interest in seeing some details? "
With a little practice, anyone can build their connection
skills and strengthen their relationship with customers
during these tough times. When it finally ends, they'll
remember how you behaved.

LOOKED
WHATYOU
YOUMISSED
MISSED
LOOK
WHAT

#1 New YorkCOO
Times
Best
Seller,
Facebook's
and
Wharton's
their reviewer
of thisoffer
wrote:
top-rated
professor
a Ms.
powerful,
inspiring,
and
practical
BrenÃ© Brown has taught us what it
book
about
building
resilience
and
means
to dare
greatly,
rise strong,
moving
forward
after
life's
and brave the wilderness. Now,
nevitable
setbacks.
Option
B
based on new
research
conducted
combines Sheryl Sandberg's
with leaders, change makers, and
personal
insights with Adam Grant's
culture shifters,
she's showing
us
eye-opening
research
on finding
how
to
put
those
ideas
into
strength in the face of adversity.
practice so we can step up and
lead.

Kate Zabriskie is the president of Business Training Works,
Inc., a Maryland-based talent development firm. She and her
team help businesses establish customer service strategies
and train their people to live up to what's promised. For more
information, visit www.businesstrainingworks.com

A publication of the American Business Women's Association, Â©2020 ABWA Management LLC

achieve newsletter * 5th issue 2020

7
http://www.businesstrainingworks.com
Achieve Newsletter - 5th Issue - 2020

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