Comments on: Are You Providing Customer-Focused Service?

By: Bill Hogg

Bill Hogg — Thu, 31 Jul 2008 13:11:18 +0000

If you are looking for great books on Customer Service, 2 others you should be aware of are Raving Fans and Customer Mania — both from the Ken Blanchard franchise.

By: Terry Hepola

Terry Hepola — Sat, 26 Jul 2008 15:49:17 +0000

“Be Our Guest” sounds like a great book to own. I’ve ordered my copy.

Two other books I’ve found to be very helpful in leading our business are:
“The Power of Focus” by Jack Canfield, Mark Victor Hansen, Les Hewitt and
“Customer Satisfaction is Worthless. Customer Loyalty is Priceless” by Jettrey Gitomer

“The Power of Focus” shows that if you really want something bad enough (loose weight, quit smoking, provide great customer service), you have to focus on (and work hard at) making it happen. Great customer service doesn’t come to a business by nature, nor by purchasing a sign. Those companies that provide great service, focus on it and work hard everyday at making customer service a top priority. I recommend reading this book first.

“Customer Satisfaction is Worthless…” bluntly shouts that all customers today expect to be satisfied, but what keeps customers coming back to your business is customer loyalty. If you believe your customer service is good to great, reading this book will make you squirm. It does me. If you’re NOT serious about focusing on developing loyal customers… don’t spend the money.

In our business, we’re far from doing it right. I thought our customer service was pretty good, until I read (re-read) Jeffery Gitomer’s book. Now I know we have a long way to go, however, we’re now focused as a company on getting there. It has become a lifelong challenge.

My closing thought. I find I can relate customer service with the game of golf. A lot of people play it, a lot of people don’t. Some people just play it for fun, some are good at it, some are just plain bad… others like Tiger Woods, are never satisfied and always working to get better.

By: Patty Gale

Patty Gale — Fri, 25 Jul 2008 02:31:43 +0000

[quote]Patty – I’ll have to pick up that book, thanks. [/quote]

You’re very welcome. The funny thing is that I actually bought the book while we were at Disney this past may. It was in only one of the gift shops that we visited and I have no idea what compelled me to pick it up.

I read the entire book on the flight home. While I’ve always valued service, “Be Our Guest totally launched a whole new way of thinking even beyond service.

By: Ed Roach

Ed Roach — Fri, 25 Jul 2008 02:03:05 +0000

I can relate exactly to the situation – my experience was at a “past” car dealership. The service was simply appalling – so much so it was almost a comedy. I was so outraged, I demanded to talk to the owner in the service bay, where I proceeded to point out their flowing 30 ft banners extolling their recently received Customer Service Awards and barked at him-

“Don’t tell me you characters actually earned those awards – you simply bought them from a sign shop – RIGHT?!”

To me service IS everything. I enjoy receiving it and my customer enjoy getting it. It’s not rocket science, it’s not new – it’s simple human nature. Disney gets it more than anyone. If there is one thing that makes a personal AND corporate brand shine like a brand new penny, it has got to be service.

By: Vera Raposo

Vera Raposo — Wed, 23 Jul 2008 01:53:12 +0000

Patty – I’ll have to pick up that book, thanks.

Maria – I think we can all learn a thing or two from Disney.

Karlla – I can see what you mean, I love having something a little extra than the norm when going out. It’s a great example to what we can do in our own business.

By: Karlla

Karlla — Tue, 22 Jul 2008 20:51:09 +0000

I recently went to a Chinese szechuan restaurant , food was about the same as most others, service was friendly, just like a lot of others, however at the end of the meal our server came with hot towels, before they gave us the bill.Tthat puts them a cut above others that that serve similiar cusine, you can guess whose getting the business next time we want szechuan. It’s the personal touches, that provide the cutting edge.

By: Web Success Diva

Web Success Diva — Tue, 22 Jul 2008 17:59:40 +0000

Great reality check, for everyone in business. The focus in service must be about the customer, to keep building relationships.

Maria Reyes-McDavis
Marketing Masters Guide

By: Patty Gale

Patty Gale — Tue, 22 Jul 2008 14:03:53 +0000

Great article, Bill! Customer appreciation is something I am also very passionate about.

I recently read, “Be Our Guest”, which is about how the Disney Co. does its “magic”. I’ve read a lot of business books, but this one totally transformed how I view customer “service” and customer appreciation.

These days, there are not so many companies that really grasp this or empower their employees with this mindset.

Those that do, however, will soar above their competition.