This easy ready by Mark Sanborn is a must for all employees in your firm that are customer facing. I have been reading books this year about leadership and customer service. This book really emphasizes that quality service comes from the individual. While leadership can set the tone at the top the customer service and going a step above expectations is the desire of the firm, the individual is the one that executes.
Sanborn sifts it down to four easy principles:
The booked is based on an experience that Sanborn had with his postman. It is hard to imagine that a simple task of dropping the mail in a box could become the premise for a book on how to “wow” your customers. But Fred, his post carrier, did just that. Imagine in a business model where knowledge transfer such as technical, legal or accounting assistance is being delivered and the opportunities to improve the experience for the client.
Regardless of the business you are in, this book should be required reading. Couple this book with Raving Fans by Ken Blanchard and you will have customers referring your firm to everyone they know.