I received my Marketing Tip of the Week from Keith Lee of American Retail Supply today and felt it was too important not to repost and share. Thanks Keith for this great tidbit of advice!

Best of Grandma

This week’s Tip is from one of my 4 all time favorite customer service books.“Customer Satisfaction is Worthless, Customer Loyalty is Priceless” by Jeffrey Gitomer.

Here’s a sure-fire way to determine how “what you say” will sound to the customer before you say it. A way to “test your talk” so to speak.



Every time you speak to a customer, end it with “Grandma.” If it sounds like something you would say to your grandmother or your grandmother would want to hear, then say it. If not, don’t.

How would this sound?

Sorry we’re closed, Grandma.

Next! Grandma.

What is this in reference to, Grandma?

It’s our policy, Grandma.

This is the best real-world self-test I’ve ever found. If you wouldn’t say it to your grandma, why would you say it to your customer? There are lots of phrases you use every day that irritate customers, and you have no clue until you insert “Grandma” at the end.

Take the five phrases you say all the time and add “Grandma” to the end. How do they sound? Now call your grandmother and run a few by her.

Makes you stop and really think before you speak now doesn’t it?