April 8, 2010
Jack Covert Selects: Jack Covert Selects - Exceptional Service, Exceptional Profit
Customer service. Everyone expects it to be good, yet we don’t say much when it is. Then, when it’s bad, the customer often goes on a mission to tell the world, while the people on the service end rarely even hear there was a problem. Providing good service to customers isn’t just about getting your team amped up on happy pills and giving everything away for free. Instead, each interaction between service providers and customers must be viewed as an opportunity to engage in a positive experience.
Anticipating what customers want, listening closely to their needs even if you can’t fulfill them all, conducting ongoing discussion, training, and focus requires a constant attention to how your business and your customers interact. This is why a book like Leonardo Inghilleri and Micah Solomon’s Exceptional Service, Exceptional Profit is so important.
From how to hire employees, to how to survey and speak to our customers, Inghilleri and Solomon explain what’s necessary to create a culture of good customer service, offering fundamental truths that aren’t just trendsetting tips, but timeless points to learn from again and again. Is your customer service on par with Ritz-Carlton? Do you know, and can you serve, your customers as well?
Reading Exceptional Service, Exceptional Profit and implementing any part of it will get you bounds closer to creating positive experiences with the people who give you money. And guess what? By doing so, they’ll keep giving you more, and tell others to do the same.
About Dylan Schleicher
Dylan Schleicher has been a part of the 800-CEO-READ claque since 2003. Even though he's stayed on at the company, he has not stayed put. After beginning in shipping & receiving, he joined customer service and accounting before moving into his current, highly elliptical orbit of duties overseeing the ChangeThis and In the Books websites, the company's annual review of books and in-house design. He lives with his wife and two children in the Washington Heights neighborhood on Milwaukee's West Side.