Make This Knot

You want your team to stand out for its service.

But it's not happening.

They keep serving like it's a market stall:

"What'll it be?"

"Anything else?"

"That'll be 84 pesos."

Like they learned from their old boss.

Like "things have always been done" on their team.

A customer arrives.

Asks about something.

And the salesperson barely answers:

"No sir, we don't carry that."

And that's it.

No probing.

No offering another option.

No trying to help.

Like a machine that only states what's available and what's not.

And that's frustrating.

Because you know what's at stake.

You know that if they serve like everyone else, growth will be difficult.

You'll have to lower prices.

Or resign yourself to customers who leave you for 3 cents and don't come back.

You know it, in theory.

But you can't change it in reality.

The truth is this:

Wishing for different service isn't enough.

Your team needs the means to make it happen.

Let's see.

Imagine I tell you:

"Take two ropes.

Cross one over the other.

Make a loop.

Pass the end underneath.

Tighten.

And you'll have a sailor's knot."

Done?

Do you feel ready to tie a perfect one?

Of course not.

Well, that's how your employees feel.

You tell them what to do.

But you don't always give them the tools.

Because for someone to serve differently, giving instructions isn't enough.

They need three things:

1. Clear instructions.

What to do.

What it looks like when it's done well.

2. Tools to execute.

A guide.

A reference.

A visual aid.

Something that makes it easy to do it right in the real moment.

3. And a leader who reinforces.

Someone who observes.

Who repeats priorities like a broken record.

Who corrects.

Who coaches.

And who doesn't let what was learned die the next day.

If they don't have all three, the usual happens.

They listen.

They nod.

They leave.

And they go back to serving as they did before. Sound familiar?

Now, ask yourself:

On a scale of 0 to 10, how truly different is your service from any other business?

Are you just another one? Or do you truly stand out?

Customer Service Training

(Apply to see if you qualify)

Carlos Agami

Serving is the way.

—

Shopology S.A. de C.V.

Av. Pacífico 468 Local C, Coyoacán, Ciudad de México, CP 04330, México.

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