What is the difference between good companies and great companies? 10 rules for Creating a Service Culture,
How can you turn apathy into passion...
Satisfied customers into "raving fans?" Watch this movie to learn
the 10 rules for Creating a Service Culture.
The secret is captured in this new, thought-provoking 3 minute movie. 212 Service w/Free Dvd
from: Simple Truths 10 rules for Creating a Service Culture
Customer Service Sampler Set
from: Simple Truths
Get creative about customer service! The Simple Truths of Service unforgettable true story about a very special young man who takes a chance and changes the culture of a grocery store. More than 5 million people have been touched by this story. Has it touched yours?
Johnny is young man living with Down Syndrome who changes the culture of a grocery store by being creative and giving the customers more than they expect. He puts his own personal signature on each and every interaction. Read about Johnny plus other great customer service stories from Ken Blanchard. Your customer service team will be bursting with new ways to make your company stand out from the crowd.
Best-selling authors Ken Blanchard and Barbara Glanz have written a book that any company can use to reshape their culture around serving the customer. Designed by Michael McMillan (The Race and Paper Airplane), this book will become a customer-service classic. This story will grab your heart and get your creative juices flowing on ways to create "customer enthusiasm" in your organization.
"Once in a great while you read something that bypasses the brain and goes straight to the heart. The Simple Truths of Service is that book... and then some." -Mac Anderson , Founder Simple Truths
Simple Truths philosophy: There is one thing in life that took me a long time to learn, and that's... less is almost always more. This "simple truth" is the foundation on which our company was built. I wanted to create beautiful gift books that anyone can read in less than thirty minutes.
To make each book special, we focused on three things: Great content, Great graphics, Great packaging to create a "wow effect"
We also chose not to offer our books in any bookstores or any retail outlets, to make it even more special as a gift.
Satisfied customers are our #1 priority, so I encourage you to give us feedback on how we're doing. If we ever disappoint you, I hope you'll let us know, and we will do everything we can to make it right.
The Simple Truths of Service with DVD
from: Simple Truths
If your organization's goal is to create a lasting service culture...you're going to love this book! It is filled with unforgettable true stories about individuals and companies who have "wowed" their customers and turned them into raving fans! We guarantee that Customer Love by Mac Anderson will get the creative juices flowing; and hopefully, inspire you and your team to start your own collection of customer love stories.
Mac Anderson's books have sold over 2 million copies with a writing style that is so simple, yet so engaging. This one is a must read for every member of your team. It is also a great way to thank your best customers, while reinforcing your commitment to serve their needs.
"Every story generates great ideas for what we can do to 'wow' our customers. Every member of our team will get a copy of this book." -Jeff Butterfield, Vice Chairman, Cornerstone Bank
Customer Love Movie Someone once said...
"Life is like a game of tennis. The player who serves well seldom loses."
Etch this quote in your brain and apply it to your business! If I had to pick one key to building a successful company, I wouldn't hesitate; it would be...create a service culture.
And as much as we try to complicate what great service is...it's really pretty simple: It is giving more than the customer expects...consistently. You notice I said simple, not easy. There is a big difference.
That's what I love about our Customer Love Movie. I get to share 24 unforgettable true stories about individuals and companies who have wowed their customers and turned them into raving fans! As the founder of Simple Truths, I've come to realize just how much people love great stories.
They teach us. They motivate us. They inspire us to become all we can be!
Today, I'd like to offer one of stories titled: Service is spelled S-A-Z-E-R-A-C.
Share it with your team and apply the service lesson learned!
An excerpt from Customer Love Movie by Mac Anderson
The following story was told by my friend Phillip Van Hooser, in his book titled: Willie's Way. I really like it and hope you will too.
The conversation was pleasant. Earlier in the day I had presented a service professionalism training program for the Georgia Club Managers' Association, a group of managers representing some of the finest city, athletic, golf, and country clubs throughout the state of Georgia. Now I found myself dining with nine of the most highly respected leaders in the field of club management. Somewhere between the appetizer and the salad, Manuel de Juan, general manager of the host, Capital City Club, spok
"Phillip, I thoroughly enjoyed your presentation today. I especially enjoyed the stories you shared to illustrate your content points. As a matter of fact, at one point during your presentation, I almost interrupted you to share one of my stories I thought you might enjoy."
He said, "The occasion was Easter Sunday and the day found more than 500 club members and their guests crowded into the overflowing Capital City Club restaurant. As they waited to dine, a club member and his four dinner guests approached the bar where they were greeted by the head bartender, Bob, who quickly began to take and fill each drink order. Everything progressed as might be expected until one of the guests placed an order for a specialty drink.
'I would like a sazerac, pleas'
'A sazerac?' Bob asked curiously. 'Sir, I'm sorry but I'm unfamiliar with that particular drink. However, if you'll share its ingredients with me, I will be happy to make you on'
'That's the problem,' the guest explained. 'I was in New Orleans on business recently and I stayed at the Fairmont Hotel. During my visit, I went into the hotel bar and the bartender suggested I try the house specialty, a sazerac. I remember the name of the drink because it was the same as that of the bar. Anyway, I tried the drink and I loved it.
Since then though, whenever I've tried to order it in other bars around the country I always get the same response, 'never heard of it.' I was hoping a place like the Capital City Club would be different. But never mind. Don't worry about it. Just give me a Bloody Mary instead.'
Bob filled the revised drink order, and as soon as the guest left the bar to rejoin his party, Bob took his break and headed straight to the nearest telephon He called information and requested the number for the Fairmont Hotel in New Orleans, Louisiana. Once connected to the Fairmont, Bob asked for the Sazerac Bar. Within seconds, Bob was talking directly with a previously anonymous professional colleague in a bar several hundred miles away.
'My name is Bob and I am the head bartender at the Capital City Club here in Atlanta. A few minutes ago I had a gentleman order a sazerac. He told me he was introduced to it while visiting your bar. I was wondering if you would be willing to share the recipe with me so I can fill his order?'
Bob's New Orleans counterpart was happy to oblig Within a few short minutes, Bob confidently approached the guest's tabl Imagine the guest's level of surprise, satisfaction, and sheer delight when Bob said, 'Excuse me, sir, but I have your sazerac. I hope it's to your liking. I have taken the liberty of writing down the ingredients on this index card so you can have them with you in your travels. I hope you enjoy your time here at the Capital City Club. I'm glad I had the opportunity to serve you.'
One of my favorite definitions of listening is from Jim Cathcart. He said listening is wanting to hear. And you see, Bob wanted to hear...and he did. Great service is always about wanting to hear.
Service Lesson Learned: Surpris..and delight!
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