Any book Seth Godin recommends and especially when he writes that it’s “filled with treasure and big ideas,” is a book I have to read. That’s not the only reason why I decided to buy and read Exceptional Service, Exceptional Profit, but it made me look at the cover twice, that’s for sure.
I’m currently focusing on customer service as part of my business, and I have written about why I believe customer service is about emotions and providing the customer with the right feeling, and not just about doing the right thing. And that’s what makes Exceptional Service, Exceptional Profit such a great book. It helps people understand the real value of customer service, and that if you understand it, and make it part of your business, you’ll get customers for life.
The book explains the importance of what seems to be small details, like how we talk to our customers, what words we are using, and how we say hello and goodbye, into very powerful tools in our marketing.
I believe that one of the most important parts of the book is about the principles of noting and sharing, how we should create a system within our company of customer information. There are seven principles; like keeping your systems simple, if it’s important to your customer it belongs in your system and the information you gather needs to be available in real time.
Even if you hired a platoon of statisticians to pore through your customer data, they’d never uncover a single style of “good service” that can please every customer.
I’m currently a very happy man. I’m living by the ocean, staring at the sun and working with two of the best auto dealers in Norway when it comes to customer service; Jensen & Scheele Auto (they’re selling Renault and Mitsubishi) and Jensen & Scheele Bil (they’re selling Volvo).