Secret #2: It’s in the Details 53
tell them,
Your job is to receive, sort, and file personnel reports
monthly.Rather than tell them,Answer the phone promptly.tell them,
The phone needs to be answered by the third ring.Replace,You need to handle more calls.with,
I need to increase your call volume by two calls per
hour.Parents, please do not tell young children to clean their rooms.
Say,
I need for you to hang all the clothes that are on your
chair on hangers and hang them in the closet. Then I