Nancy Friedman Quotations

Words like -- 'you did a bad job and you always do that' -- they tell you in therapy that 'you' is a very destructive word unless it is used in a positive way,

There is a direct correlation between the companies that are known for good service and service training. There's a line that pulls it right from the top to the bottom.

How would you like it if your veterinarian called and left the following message on your answer machine -- 'Sir, do you remember your dog, Poopsy, I hope you have a picture of her, she's dead,'

You did a great job' is great. 'You lost the order' is bad. 'We' as a company is a much more consultative word.

You set the tone of the conversation in a positive mode, and that is really what counts.

You need to start out with something positive like: 'I am having a wonderful time here, the weather is great. Unfortunately ...' and then go into your negative,

Do not start a conversation with negative information. You won't go anywhere with it,

There's very little value in getting angry over the telephone.

There's very little value in getting angry at anybody over the telephone, it is too easy to hang up.