Anyone who knows us understands exceptional customer service is what drives us…

And any opportunity we come across to learn what other organisations are doing differently, we grab them with both hands.

We don’t always try and create some new unique type of service; on many occasions we’ll learn from what others are doing and adapt it to fit our own industry.

Take John DiJulius III and his book ‘The Customer Service Revolution’ which is a guide in offering exceptional experiences to your customers.

But also provides many examples of terrible customer service, through face-to-face encounters and the signage that people use to try and control customers.

Such as in the window of a high-end clothes store, ‘no jeans, trainers, sportswear or t-shirts. Only smart or smart casual dressed people allowed’. Apparently, the store closed within 12 months.

We also like the example of the restaurant owner who spotted a non-customer using their facilities.

On leaving he got their number plate, tracked down their address through the local police and then wrote them a handwritten letter asking for £5 for using the toilet. That’s a lost customer for sure.

Dijulius advises organisations like Starbucks, Nestle, PwC and Lexus about how to deliver world class customer service, and uses examples in the book from Zappos, Amazon, Starbucks, and Apple.

For us, providing exceptional service is the best marketing you can ever do, as your customers will refer and recommend you to everyone they know, because exceptional service is rare.

And if you think like us, this is a book you must read.

‘The Customer Service Revolution’ gets a thumbs up and 5 stars.

You can watch all our business book reviews at https://mytotalofficesolutions.co.uk/business-book-reviews/

…thank you, any questions please connect and message me.