Page 52 - Perfect Phrases for Motivating and Rewarding

■ “Here comes the customer who nearly inspired the phrase ‘no
substitutions’ on our menu. Last time, she really ruffled your
feathers. I know you can juggle her requests and our chef’s
boundaries, although that is quite a challenge.”
■ “You do not make eye contact with or greet customers at
your register. We’re here to make their shopping experience
pleasant. These small things do that. You’ll also find that
people will be friendlier to you, and you’ll enjoy your work
more.”
■ “Have you ever walked into a store and felt that you were
interrupting a meeting by requesting assistance? We all have.
We don’t want our customers to feel that way.”
■ “Mary Simms is frustrated because she’s left a corrected phone
number with our office twice before. Would you please cross-
check this number with our database? Let’s prevent any of us
from calling the wrong number again. Thank you.”
■ “I’ve noticed errors in your typing since you’ve had to cover
the phones. It’s hard to keep picking up the thread if you are
in and out of a document. I know the extra responsibility is
interfering, but please use spell-check and proof carefully
before releasing anything. Do you have any ideas for keeping
your place in the face of ongoing interruptions?”
■ “Your morning meetings are productive, but they routinely run
overtime. Let’s review the protocol for morning meetings so
you can see how a streamlined procedure might move things
along more efficiently.”
■ “We have no place in this office for shouting or cursing. We
can resolve our issues by communicating reasonably.”
■ “Coworkers need your support, just as you need theirs. We
are not here to knock each other down; we’re here to build a
strong company. I know I can count on you.”
■ “I don’t often see you smile when you greet people. You’re
focused on doing a good job, but a friendly greeting is
important for maintaining good customer and coworker

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