Top Speaker Says: 1960's Rhetoric Prevents Us From Really Satisfying Customers


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I just happened upon an article that entices us to speak about customer transactions as “experiences. "

Suddenly, I feel I’m emerging from a time capsule, back to the 1960’s (most of which really happened in the 70’s according to people who were there. )

Everybody is barefoot, dangling love beads, and singing “If you come to San Francisco, wear a flower in your hair!"

I’m a little uptight, in my London tailored suit, custom shirt and way too conservative necktie.

This doesn’t go unnoticed by the hippie chick that has been giving me the eye; or is she really scowling? I can’t tell; maybe it’s this funny Kool-Aid they gave me when I sat on the grass…

(Is my tongue stuck to the roof of my mouth?)

Anyway, she says, “Relax, man; just groove behind THE EXPERIENCE!"

Wow, suddenly, I kid you not, that rock group starts playing that song from The Jimi Hendrix EXPERIENCE!


I don’t think so, man, like everything is this groovy EXPERIENCE!

Like, man, like have you ever EXPERIENCED anything like that!

Customer service has been invaded by throwbacks from the psychedelic, Peter Max, paisley painted, VW Microbus universe.

Their rhetoric is ridiculous because it disserves our understanding. They speak of “customer relationships" as if we’re courting, sparking, marrying, and divorcing people who are buying light bulbs and widgets from us.

Wrong, we’re exchanging value for value, and it’s not like LOVE, MAN!

It’s about THE MONEY!

These are commercial transactions, first, last, and always.

So, can we just drop off these relics who use 60’s-speak as if it were real, and get on with the business of the 21st century?

Dr. Gary S. Goodman is the best-selling author of 12 books, over 600 articles, and the creator of numerous audio and video training programs, including “The Law of Large Numbers: How To Make Success Inevitable, " published by Nightingale-Conant-a favorite among salespeople and entrepreneurs. For information about booking Gary to speak at your next sales, customer service or business meeting, conference or convention, please address your inquiry to: .


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