Secret # 1
Always say yes.
That’s the only thing you need to know- the mentality of saying: "yes we can". If a customer asks you for anything—give it to them. Don’t have it? Find someone who does. Most sales experts call this “going above and beyond for your client,” “going the extra mile,” or “doing more than expected." I call it great customer service. Give it —and customers will gladly pay you more.

Need to say : "No"? - say it with elegance: "Unfortunately, it's closed for the day, but will be open tomorrow", "I wish I can give a discount", but I can give a smile.", "Would be great if we would carry it, but I know how does."

Got it? Nice way of saying NO.

Secret #2

What is customer service?

Here, customer service means service after the sale.

Picture this: a salesperson rings up the sale. The last words a customer should hear are, “Great choice,” “You’re going to love it,” “Congratulations,” or “Happy using!” Then—BOOM—now it’s you. Customer Care.
Customer service is not sales, not commission sales — but it is sales. It’s also problem-solving, information, smooth execution, relationship-building, and business expansion. Get that - customer service is a company's success or failure. This is how important you are.

[Disclaimer: These secrets came from my personal experience as a salesperson and as a consumer. Adapt them to fit your industry—whether it’s an auto parts shop, online support, or hospitality field. The principles still apply.]

Secret #3
Great service = great money.
People will pay more—way more—for undivided attention. You say: "That’s not really a secret, Ula." It’s worth repeating because when your service is excellent, you can charge more, customers refer you, reviews start piling up, and the company grows.

Secret #4

Great service = happy life.

I’m not joking—when a company provides great service, the entire culture is elevated, the staff has a strong work ethic, they are excited to come to work, and everyone thrives. If you're miserable, probably your customer service sucks—and it starts at the top: management. Management should care about the well-being of their customers, their staff, and the balance sheet.

Secret #5

Understanding the pain.
The next three secrets are about problem solving. The best customer service agents are those who can step into the customer's shoes. They can solve problems without frustration. For me, it's impossible task. As a marketer, I can easily see a business from the client’s perspective, but step into unhappy customers shoes... It's unrealistic... is it even trainable? Well, if you really want to learn it, I believe you can.

Secret #6
Listen to the entire complaint.

They have to vent. Allow them to get their steam out. But seriously, interrupting them tells you don't care about what they have to say. It adds to the frustration.

Secret #7
"So sorry."
It’s very important to sympathize. It's not even about mistakes. You’re saying sorry because the person had a bad experience. Anytime someone is unhappy, say: "I'm so sorry it happened to you."

Secret #8

The plan.
After venting and sympathizing, it’s time to solve the problem.
a) Identify the problem: “I’m so sorry we didn’t meet your expectations with this item.”

b) Offer a solution: “We’ll make sure to replace it with a new one.”

c) Prevent it in the future: “From now on, I will make sure our product control team will double-inspect our product.”

Secret #9
Bad reviews.
Reputation is everything. Reply to all reviews. Bad review - explain how you solved the problem.
Tell the readers what was offered to solve the problem. Costumers not always right, and sometimes they complain just to get something free- stand up for your company.

Secret #10

Impossible to please.
Some people will be unhappy no matter how much you lick their butts. But... unhappy people want to be loved. It’s not natural to be extra kind to rudeness, but try—gentle, gentle with them. Maybe their pain will soften just because of you. People remember great feelings. And if they’re still impossible? Drop them. They’re not worth your time.

Secret #11
Arrogant people.
Oh yes—stroke their ego, flatter them. These folks can turn out to be your best customers. Tell them how smart they are, how great they look, how much you’re looking forward to serving them. It might not feel natural, but once you know how easy it is to manipulate them, you'll feel great!

Secret #12
Thankfulness.
Everyone likes to be thanked. Let me test: “Thank you for reading." - Ula.

Have array of pleasantries in your toolbox" “We appreciate you,” “Enjoy your day", "Stay cool".

Secret #13
Personal touch.
"I'm Ula, I’ll be assisting you today," or "I'm Ula—just let me know if you need anything else." Personally, I’m not a huge fan of using my name, but it’s needed for a personal connection, and it helps when customers leave reviews.

Secret #14
Making people wait.
Keep them informed, and they’ll be happy while waiting.
“We’ll tell you when it’s ready.” And then… they wait. And wait. They get impatient. Don’t let it get to that point—follow up before the frustration starts: “We haven’t forgotten about you—we’re in the final stage of inspection now. It’ll be just a bit longer, about another 30 minutes.” A little update goes a long way in keeping people calm and feeling cared for.

Secret #15

Ask questions different ways.

Sometimes customers don’t know what they need. Try to find out. Be a guide for your "lost hero" (by Don Miller).

Secret #16
Stepping ahead of a bad review.
If you know you’re about to sell a damaged item, you have two options:

a) Give a discount and be upfront with the customer, or -

b) Sell it at full price and pray - maybe the imperfection might not matter to them. For example, a hotel room might smell like a wet dog. Some people can’t smell, so it won’t be a problem. But if it is—have a Plan B. Be ready to apologize and offer a backup solution. I once bought a clay pot with a dark spot for full price because I loved the natural imperfection—while someone else might’ve called it damaged.

Secret #17
Upsell, presell, and offer better products.
It’s not asking for more money - it’s providing great customer care. When you offer clients the best of the best, that’s VIP-level service. You are taking care of them. “I see you bought a sofa—we strongly suggest a protection plan in case of fading, plus spot removal,” or “You just purchased new tires—you may want to consider changing the brakes at your next rotation.” Have a list of what you can upsell or presell, and remember—your job is simply to offer, and always offer the best.

Secret #18

Happy customers - ask for a review.
Since the company's success depend on reviews, make it easy to leave one. Have a QR code, send them a link by email, or text it right to their phone. If you made someone happy and you know you'll get a great review - capitalize. They will be thrilled to give something back when they’ve had a great experience. Just say, “Please leave a review—it really helps us a lot.”

Secret #19
Signing up for the email list.
A company should offer an incentive for signups. Customers leave their name, phone and email in exchange of points, discounts, a change to win something, excusive invitations, or any kind of value. Salespeople can then use that information for future sales. Businesses are willing to pay a lot of money to get that list. If you are willing to do that - you should know the value you provide to the company.

Secret #20
How is your property managed?
Are there weeds around the building? Dirty doors? Messy toilets? Crumbs in the corners? Dust on the light fixtures? Every detail counts. If you can’t take care of your own property, how will you take care of me?

Secret #21
When clutter is OK.
Dirty is never okay, but some meaningful clutter is welcome in almost any business. A managed mess can quietly say, we’re not a museum—we work here. Order, precision, and beauty attract people, but a bit of “homey mess” softens the edge, especially in luxury sales. A few boxes, files, scattered pens, or even slippers behind the desk can signal: "we work hard here."

Secret #22
Loosen up the client.
This secret is for business owners. Do you want your customers to laugh or be amazed the moment they walk in? Use art that evokes those feelings. Funny prints, stunning sculptures, and quirky pieces help create a light-hearted atmosphere that puts clients at ease.

Secret #23

How do you look?
If you smell bad or look like trach—fired. So...

a) Hair has to be styled. That's #1 for women - if your hair is great, the rest is not as important.

b) Nails. Uncut, unpolished nails and peeling skin are gross.

c) Teeth. Floss them to prevent bad breath.

d) Smell good.

e) Hey, put yourself together.

Present yourself like you care.

Secret #24
How do you sound?
This one comes straight from personal experience. On the phone, I used to sound like I was giggling—even when I wasn’t. I’d say “ha” just to break the silence, and it came off wrong. Some people sound rude without meaning to. Others make strange noises or cough. Be conscious of your tone.

Secret #25
VIP Invitations.
It’s like being in a club—“the inner circle” kind of service. This can mean exclusive events, special showrooms, an early access, handwritten thank you cards, even giving a personal phone number. Mark extreme prices for top-tier value. You offer the best of the best to your most loyal, high-value clients. And as a customer service rep, you know who those clients are - and that's power.

Secret #26
Overcommunicate with your staff.
Keep everyone in the loop. Have an email or note system open throughout the day and enter important details as they come, keep eye on inventory, etc. When the next customer service rep clocks in, they’ll know exactly what happened and can pick up right where you left off. Even the smallest notes can make the next interaction smooth and professional. Overcommunicate.

Secret #27

The moral of the story is...

Avoid any negative feelings. People remember feelings, not details.

Have a good time!