Thursday, May 16th, 2013
As a responsible consumer, before parting with your hard-earned cash, it’s important to determine whether or not the benefits of a purchase will outweigh its cost. If not, then you’re better off saving your money.
For those of you who are considering the purchase of my new book, Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary, I have a quick and easy way for you to assess whether you should make the investment or hold on to your nickels.
Delight Your Customers may not be for you if:
- you frequently roll your eyes in disgust after interacting with customers who are confused, misinformed, or otherwise “difficult.”
- you think the customer’s problem is his problem.
- you would prefer to chastise customers for their ignorance rather than take ownership and resolve their dilemmas.
- you feel that being asked to perform the basics of customer service (i.e., smiling, making eye contact, and adding energy to your voice) is an unreasonable request.
- you prefer to treat each customer like the last customer.
- you believe that enthusiastic, high-performing coworkers are “goody-goodies” who are only trying to gain favor with the boss.
- you think picking up the napkin or candy wrapper you just walked past is somebody else’s responsibility.
- you’re more interested in looking down at your text messages than looking up for the opportunity to serve a customer.
- you think it’s okay for a customer to wait while you wrap up a personal conversation.
- you don’t see a problem with smoking near a customer entrance, bantering with coworkers in front of customers, or walking past a customer without acknowledging her.
- you’re the type of employee who would cause the mortified Undercover Boss to remove his wig and reveal his true identity in order to suspend you right away.
If you see yourself in any of the above bullet points, then you may not fully appreciate the customer service message contained in my book. In fact, you will probably think I’m nuts.
But for those of you who are appalled by the attitudes and behaviors reflected in the bulleted list and are seeking a resource that will enable you to raise the quality of customer service that you provide or influence, this may be the best $12 you’ve ever spent.
Watch the 90-second book trailer.
Read the Introduction.
Preview Part One of the book.
Don’t settle for ordinary. Choose extraordinary. (It’s always a choice.) Pre-order Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary by Steve Curtin (AMACOM Books, June 11, 2013)