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June 13, 2005

Jack Covert Selects: Jack Covert Selects--Indispensable

By: Jack @ 4:21 PM – Filed under: Management & Workplace Culture

Indispensable: How to Become the Company That Your Customers Cant Live Without by Joe Calloway, John Wiley and Sons, 200 Pages, $24.95 Hardcover, April 2005, ISBN 0471703087
I personally love and recommend books that start with a premise I completely buy from the get-go. In fact, I have stated that to anyone who will listen for years. That is also what we as consumers are looking for: places to spend our money where we feel comfortable and like we are getting true value. Once we have made the decision, they become a place we call when we need the service no matter what. I really pity the person who doesnt have Dennis as their mechanic or Gary the eye doctor or Ron as the haircutter etc. Joe Calloway has written a book that explains how you can become one of those indispensable people to your customers. In his research he discovered that the successful companies have five factors in common, which include:
1. Create and sustain momentum
2. Develop habitual dependability
3. Continuous connection
4. Big picture outcome
5. Engage, enchant, and enthrall
Pretty slick list. But remember this: shortly after he first introduces the list he states:
One point that is made throughout the book is that becoming indispensable requires creativity. There is no template for success, nor is there a fill-in-the-blanks 10-step guide or a color-by-numbers picture-painting approach to success. Its not that easy. You have to figure it out
The book has many interesting case studies with interviews and explanations that will give you an idea of what he means by figuring out how to be original. Speaking of: the layout of the book is truly original , alternating the different very interesting case studies with interviews and explanations. Joe Calloway can write. No doubt about that. And he tells great stories that support and illustrate his points. This book is a valuable addition to any business book collection.
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