Manual Twenty-One – Delivering Legendary Service

            There is a lot of “lip service” about providing great service and about making your customers feel special. Yet when you ask business managers what good service is and what are their systems to implement it, you won’t get clear answers. Instead you will get a bunch of vague platitudes about being friendly and taking care of our customers’ needs. All very nice, but how often do you really receive great service from others? How often is your service exceptional?

            Great marketing gets people to try you out and tell other people about their experience. If your service is bad, great marketing will make you fail faster!    

            While a reputation can be built, enhanced-even achieved-with marketing and hype, at some point, your reputation is going to be put to the test. You may be the fastest gun in the West on all the wanted posters but when the other guy draws, your reputation is not going to count for much, unless you really are fast!   

            When you can back your reputation with legendary service, you immediately vault yourself to the top echelon in your field. Great service drives repeat business, referrals and long-term relationships with customers.

            In this manual, you will learn how to back up all of your marketing efforts by quantifying, systemizing and delivering Legendary service.

In this manual, you will discover:

• How to define great service so you can deliver it far more often. 
• Determining what a customer is worth to you! THIS IS CRITICAL.
• Why customers leave and what to do about it. 
• The ten commandments of customer service.
• Evaluating your policies to make them service friendly. 
• Building a system to improve service on the phone and in person.