Tag: Book

Four World-Class Customer Service Basics:

The Bullseye

360 Analysis

Unifying Goal

Decision Tree

•  •  •  •  •

This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

Chances are you were amazing

In fact, bet a dollar (my top bet, and the only amount bet when i’m sure of winning) you were inspiring.

Remember what you did and how it felt afterward when you could smile and know you did what you thought you couldn’t?

There are certain truths that when we hear them, we easily nod in agreement.

How about this one…

When there’s something we are highly motivated to do or not do, we get it done.

While this book contains the world-class customer service basics, none of that timeless wisdom matters if you aren’t compelled to burn the ships.

Had a High School science teacher say, “Repetition is the mother of all learning.”

Burn the ships (BTS), or some other mantra that inspires you the way BTS inspires me – that’s what we need to tell ourselves over and over (and over).

One more thing, chances are you are still amazing.

Betting a dollar on that too.

•  •  •  •  •

This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

What happens to customer service when there’s no urgency?

What happens to you when there’s no customer service urgency?

Recall what you accomplished when you had something super urgent?

Write it down now: What was it, why was it urgent, what was the outcome and why?

•  •  •  •  •

This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

.

Trapped in our customer service culture comfort?

.

The customer service organization we could become will always be a barrier to what we are unwilling to give up.

The barriers revolve around the effort we will need to summon. This universally feels like too much energy, time, money, and discomfort.

So we don’t do anything.

Even when we choose not to decide, we still have made a choice.

What kind of customer service leader do you long to become?

What’s missing from making that happen?

What are you willing to change?

.

•  •  •  •  •

This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.

It doesn’t matter what customers look at, what matters is what customers see

When we focus on the surface, we risk missing everything else.

Imagine that for a moment.

You may marvel at Disney’s world-famous grooming guidelines and completely miss the fact that grooming guidelines aren’t the insight.

The insight is Disney’s uncompromising focus on delivering what the Guest wants.

The Guest wants something Magical, something no one else in the world provides.

And prior to Disneyland, the American standard for a Family outing was an Amusement Park, a Circus, a State Fair, a Carnival.

The American Carnival was a traveling show. Descending on a town, the Carnival would quickly set up in a vacant field or empty parking lot.

The mechanical rides never won awards for passenger safety.

The Carnival workers, known as “Carnies”, had a reputation for being unkempt.

Walt Disney ruptured the negative stereotypes and reinvented the industry, including the workers, becoming a category of one.

Why?

Because the Public would pay for quality, return often, and tell their friends.

Is there a customer you know who wouldn’t want that?

•  •  •  •  •

This website is about our SPIRIT. To enjoy today’s post about our WORK, click here.