WAYMISH Why Are You Making It So Hard...for me to give you my money?

by Ray Considine, Ted Cohn, Lee Tomlinson

WAYMISH is an acronym Why Are You Making It So Hard…for Me to give You my Money? It represents all the slights and indifferences made by employees and organizations that lead customers to believe that you don't really want their business. Things like not listening to what the customer is saying, putting policies ahead of common sense, not attempting to resolve complaints, etc. Can you afford to create unhappy customers that take their business elsewhere?How many customers does your organization lose every day? How many were planning to give you their money but ended up leaving in frustration? It may be more than you think! And these days you can't afford to lose even one good customer. Let this unforgettable program teach your staff the attitudes and behaviors that make customers feel valued so they will buy from you again and again. • Increases revenue by teaching staff how to avoid common customer frustrations that result in lost sales • Maximizes customer lifetime value by teaching skills that positively impact customer satisfaction• Creates positive word-of-mouth and referral business by showing staff how to meet customer expectations and practice service recoveryThis is not a collection of stories about stupid customer service mistakes.And it’s not yet another treatise on Customer Service Excellence.It’s a training book reported in storytelling style.Use these stories in brief staff and employee meetings. Be sure to have your people solve the problems. Have them volunteer answers and sug¬gest better ways to serve customers.In later company or departmental meetings, interject quick sessions on WAYMISH. Repeat examples and constant service suggestions will make your people aware how widespread the “WAYMISH bug” can be . . . and why no company is immune.Over time, these mini-lessons will reinforce in employees’ minds how important Lifetime

Genres: Business

198 pages, Kindle Edition

First published May 1, 2012

Reviews

[Alex Berube · Rating 2 out of 5]

Take some valuable (but occasionally dated) customer service insights, dial them up to 13 so they go from helpful suggestions to borderline insufferable demands, layer in some dubious anecdotal experiences, sprinkle on some boomer humor and sense of entitlement and you’ve got the perfect playbook to become a “Karen”.
It’s honestly such an exhausting book to read, and would turn me away from a customer-oriented role were I just starting out and read this for tips. There are more holistic and positive materials and courses out there that can help you shape your customer/sales outlook. I would not recommend this be one of them.
I’d be remiss not to mention the frustrating writing style this book was written in. If you want to truly impress your readers (aka customers), try writing in complete sentences and with a consistent structure.