Chip Bells’ book may look deceptively like a little kid’s picture book on the outside, but it is a very well-written instruction book about customer service. Living in the real world, facing tough economic times, Chip moves us quickly from the potentially expensive mind-set of value-added to value-unique customer service. He guides us through each of his 9 1/2 principles with stories, quotes and vignettes about personal experiences to which we can easily relate.
One of my favorite quotes in the book is by Daniel Adams. “To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” Because the goal is not to cut into already marginalized profits, but to make the customer feel as if they have been served appropriately and well, and treated as if they are important; as if they matter. And the customers do matter, because they are what fuels the business. No happy customers, no business. Its pretty simple.
Bell offers concrete suggestions on how to apply each of these principles to our own lives and unique business situations.
Chip’s book is an “easy” and quick read, filled with wisdom and practical insights into things that we can all do to improve our customer and our colleague experiences.
One of the best pieces of advice is given by Chip Bell at the beginning of his book. After you have read the book, and begun to implement these ideas, don’t put this book ion your shelf to collect dust. Leave it where someone else will be inspired by it.
Well worth the investment of your reading time. Filled with skills and tips to raise the bar of your customer service to new heights.