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“Truth builds trust.”
― Marilyn Suttle

“Moods can be contagious. Don't catch or spread a bad mood.”
― Marilyn Suttle

“When you give appreciation IN ORDER TO get somethingâ€� it's manipulation and people can sense it. Appreciate genuinely.”
― Marilyn Suttle

“Notice the difference between being in control and needing control.”
― Marilyn Suttle

“Thank your customer for complaining and mean it. Most will never bother to complain. They'll just walk away.”
― Marilyn Suttle

“When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.”
― Marilyn Suttle

“People who work in an environment where doing their best is recognized have a better chance of feeling good about their work.”
― Marilyn Suttle

“When you’re busy, avoid taking the quickest action. Instead make the extra effort to truly serve the customer.”
― Marilyn Suttle

“For every dilemma, find at least three or four possible solutions. The creative process leads to better results.”
― Marilyn Suttle, Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan

“Your customers are responsible for your company’s reason for existing.”
― Marilyn Suttle

“Get in touch with your passion and put it to work at work.”
― Marilyn Suttle

“How you think about your customers influences how you respond to them.”
― Marilyn Suttle

“Even your most loyal customers always have a choice about where to take their business.”
― Marilyn Suttle, Who's Your Gladys?: How to Turn Even the Most Difficult Customer into Your Biggest Fan

“Optimists move through life with a happy exterior. What happens on the inside shows up on the outside.”
― Marilyn Suttle

“Do an evening review at the end of the day to reflect on what went well, and what you'd do differently next time.”
― Marilyn Suttle

“After each customer interaction, notice if you gave them a “happy to see youâ€� kind of experience.”
― Marilyn Suttle

“Customers are human and humans can view situations in unexpected ways.”
― Marilyn Suttle

“If you take the approach of “earningâ€� your customersâ€� business every day and treating them well, they’re less likely to try someone else.”
― Marilyn Suttle

“Look for the positive qualities in your client's negative behavior.”
― Marilyn Suttle

“Cater to your customersâ€� lifestyles. It will create instant rapport and a lasting sense of “I belong here.”
― Marilyn Suttle

“Be as kind to the person in the mirror as you are to others.”
― Marilyn Suttle

“Feelings have more to do with the story you tell yourself than the facts.”
― Marilyn Suttle

“When a customer is upset, remember that you're dealing with a person, not a problem.”
― Marilyn Suttle, Taming Gladys!: The Busy Leader's Guide to Creating Fierce Customer Loyalty

“Service heroes strive to exceed the customer's expectations.”
― Marilyn Suttle, Taming Gladys!: The Busy Leader's Guide to Creating Fierce Customer Loyalty

“Every interaction is a chance to strengthen the customer relationship.”
― Marilyn Suttle, Taming Gladys!: The Busy Leader's Guide to Creating Fierce Customer Loyalty

“Onboarding is the 'internal customer service' version of making a good first impression.”
― Marilyn Suttle

“When you cut customers off from expressing their anger or upset, it amplifies those feelings.”
― Marilyn Suttle

“Compassion is the shortcut to connection.”
― Marilyn Suttle, Taming Gladys!: The Busy Leader's Guide to Creating Fierce Customer Loyalty

“Be a mentor, not a tormentor.”
― Marilyn Suttle

“Be patient with the person who is learning something knew, especially if that person is you.”
― Marilyn Suttle