From the Book - First edition.
Customer service is not a department --
You win customers one at a time and lose them a thousand at a time --
Great service follows the law of gravity --
Don't get bored with the basics --
Ask yourself, "What would mom do?" --
Always act like a professional --
Be your own Shakespeare --
Become an expert at creating experts --
Rehearse, rehearse, rehearse --
Expect more to get more --
Treat customers the way you'd treat your loved ones --
Know the truth, the whole truth, and nothing but the truth --
Fish where the fishermen ain't --
Be a wordsmith--language matters --
Make yourself available --
Always be the giving one --
If they say they want horses, give them a motorcar --
Don't just make promises, make guarantees --
Treat every customer like a regular --
Make ASAP your standard deadline --
Know the difference between needs and wants --
Have a geek on your team --
Be relentless about details --
Don't give the responsibility without the authority --
Never, ever argue with a customer --
Never say no--except "No problem" --
Apologize like you really mean it --
Surprise them with something extra --
