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September 6, 2005

Jack Covert Selects: Jack Covert Selects: Willie's Way

By: Jack @ 6:06 PM – Filed under: Management & Workplace Culture

Willies Way: 6 Secrets for Wooing, Wowing and Winning Customers and their Loyalty by Phillip Van Hooser, John Wiley & Sons, 180 Pages, $19.95 Hardcover, September 2005, ISBN 0471748072
There are books that can change the world and then there are books that can change the business world. I, obviously, see many of both kinds of books. This book falls under the latter category. It takes another look at customer service and experience.
The author starts the book with a story about Willie, an extraordinary cab driver the author met while traveling. The story is 23 pages and sets the stage for the highlighted anecdotes and customer services issues, ranging from L.L Bean to a group of motorcycle cops. Other issues include drive-through banking experiences and how Computer Services Inc. prepares for important visitors at their headquarters.
This book is a hands-on, practical advice, rubber-meets-the-road kind of book. I especially like the end of the chapter "Putting it into Practice" section. For example, the authors thoughts on the "Redefine Your Routine Activities" chapter are:
Regardless of the arena in which we offer services to our customers, there will be occasions when we find ourselves mired in the mundane, often mindless, routines of the jobs we have chosen. Take heart. All is not lost. If we will just take a few minutes to redefine the routine activities in our jobs, we may discover opportunities to prove our professionalism to our customers again and again.

He then gives three very practical and simple exercises we can do to look for those opportunities.
I enjoyed this book and have picked up some valuable ideas that I expect to present to our staff.