One of the best ways to make, or break, your business is by consistently delivering great customer service. It’s quite simple: If you can’t serve the customers you have, you won’t earn more business from those customers, and they won’t refer business to you.
How can your organization consistently deliver great customer service? It starts with putting a customer-focused culture in place.
Having this customer-focused culture shows the people you hire and train how to deliver great service. Culture also encourages these employees to show-off their customer service attitude.
Having the right people enables you to attract the right customers. Customers who will appreciate the value your business brings to them, and who don’t complain about spending a little more for the great service your company provides.
Sounds easy enough.
But you know it’s NOT easy to execute. It’s hard work. And wouldn’t it be great if you had a playbook you could refer your employees to, that they could read before you hire them, to make sure they are in alignment with your values and principles?
There wasn’t such a book…but there is now!
Chris Zane’s Reinventing the Wheel is just such a book! It’s packed with stories about this customer-focused mindset in action, has details about how to stop tripping over quarters and to focus on the dollars that matter the most to your business’ survival, how to hire the right people to provide service to your customers, and most importantly, how to build trust with your customers so they stop looking anywhere else for the products and services your business provides.
Chris knows exactly how much each of his customers are worth to his business over their lifetime ($12,500) and makes sure his employees do too so they can focus on the big picture and stop fighting with customers over a few dollar part. He even shares how he works with his vendors as their customer to do right by Zane’s Cycles customers.
This book is refreshing for its honesty and straight forward way of delivering customer service. No tricks, no gimmicks, just great advice your business can replicate.
For this, I highly recommend Reinventing the Wheel to all business owners looking for a customer service playbook for their organization. You’re guaranteed to learn something, and who knows, reading this book may just inspire you to write a great customer service manual for your organization if you don’t want to use what Chris provided.
Pick up a copy of Reinventing the Wheel today!
Pingback: Understand Customer Lifetime Value for Marketing