Being “right” can be oh-so wrong

Martin Grunstein, Customer service expert

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How can you expect to please your customers when you’re determined to keep putting them “right” all the time? It’s easy to fall into the trap of being right, says professional speaker on customer service Martin Grunstein, but that’s not what the customer is looking for from you. Martin has examples of sales staff correcting their customers, and of companies enforcing rules that could be pushing people away.