Back when I was in business, I had an employee that had an awkward way of dealing with clients. I tried talking to her to no avail, so finally I tried a different tack: I started dealing with my customers personally, even when she was standing right there.
This bothered her, and she expressed this to me. I let her know that this was how I wished to have my customers dealt with, and she tilted her head and a little light bulb glowed above her head.......she suddenly got it.
Her customer service skills improved and she stayed with me for seven years after that.
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