Exceptional Service, Exceptional Profit

The Secrets of Building a Five-Star Customer Service Organization

 Exceptional Service, Exceptional Profit

Authors: Leonardo Inghilleri, Micah Solomon
Pub Date: April 2010
Print Edition: $21.95
Print ISBN: 9780814415382
Page Count: 192
Format: Hardback
e-Book ISBN: 9780814415399

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Exceptional Service, Exceptional Profit

The Secrets to Building a Five-Star Customer Service Organization

“Leonardo and Micah’s philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization.”

–Ken Blanchard, Bestselling author of The One Minute Manager and Leading at a Higher Level

“Filled with treasure and big ideas, this book will help you become exceptional."

–Seth Godin, Bestselling author of Tribes and Purple Cow

Imagine being the only shop in the global marketplace for whatever product or service your business sells. Imagine never feeling the pressure to cut prices, regardless of the competition or the economy. Imagine growing faster than others and then enjoying remarkable stability, wealth, and respect. All this and more happens when a company excels at cultivating loyal customers.

“Few businesses realize how valuable customer loyalty is, and even fewer know how to achieve it consistently,” declares Leonardo Inghilleri, a driving force behind The Ritz-Carlton’s unrivaled double-win of the Malcolm Baldrige National Quality Award and impressive worldwide expansion. In EXCEPTIONAL SERVICE, EXCEPTIONAL PROFIT: The Secrets of Building a Five-Star Customer Service Organization (AMACOM 2010) Inghilleri and noted entrepreneur and service maverick Micah Solomon team up to show business leaders the way to creating loyal customers: delivering anticipatory service. Solomon: “The magic happens when your entire company – on all employee and managerial levels and through well thought-out technical systems-- anticipates the needs and wants of its core customers. We show you, in EXCEPTIONAL SERVICE, EXCEPTIONAL PROFIT, how to accomplish this, step by step.” Rather than merely reacting to customer requests, such exceptional companies respond before customers ask—sometimes even before customers realize they have a need or desire.

The ultimate customer retention how-to guide, EXCEPTIONAL SERVICE, EXCEPTIONAL PROFIT shares the simple, solid, and replicable loyalty-enhancing principles that work for not only prestigious companies like The Ritz-Carlton, BVLGARI, and Lexus, but also for Micah Solomon’s technology start-up, Oasis; for Carquest, The Walt Disney Company, and Taco Bell; and for floral resellers, law firms, conference centers, summer camps, and hospitals, too. To ensure a firm foundation for building customer loyalty, Inghilleri and Solomon begin by reinforcing the four elements of customer satisfaction: perfect product, caring delivery, timeliness, and an effective resolution process. Then, they move on to the hard (but not complicated) work and incredible rewards of exceeding customers expectations through anticipatory service.

Filled with insider knowledge and detailed, behind-the-scenes examples from exceptional service companies, EXCEPTIONAL SERVICE, EXCEPTIONAL PROFIT illuminates and demonstrates how to:

 Speak and write the right language to communicate care, respect, and comfort to customers, and add a real, human touch to a mass e-mail.

 Turn service failures around with speed, skill, grace, and humility, affirmed by a sincere apology and plea for forgiveness.

 Use surveys and other tools to get meaningful information about customers to improve their shopping experience and results, without wasting their time or trampling on their privacy.

 Build anticipation into any company’s products and services by learning from the process- and quality-improvement methods of manufacturing companies.

 Hiring, training, leading, empowering, and reinforcing “loyalty virtuosos” at every level.

 Meet the pressing need for competitive and “bargain” pricing without compromising value, and keep customers who are more than willing to pay for premium products and services.

 Tap into the revolutionary power of the Internet to better serve customers while serving your company’s goals.

 Understand customers’ emotional attachments to your company and its service features, and maximize two crucial moments of customer connection: “hello” and “goodbye”…and more.

In today’s tight market and brutal economy, EXCEPTIONAL SERVICE, EXCEPTIONAL PROFIT is an invaluable investment for every executive and manager with the determination to survive and thrive. As Horst Schulze, Founding President of The Ritz-Carlton Hotel Company, assures every reader in his Foreword, “You will benefit from a service revolution in your own management world and in the bottom line.”

ABOUT THE AUTHORS

Leonardo Inghilleri is Executive Vice President and Managing Partner of West Paces Consulting. He created The Ritz-Carlton Leadership Center and has played an instrumental role at The Ritz-Carlton Hotel Company, BVLGARI, and The Walt Disney Company. He is actively involved in running the new Capella Hotels and Solis Hotel Brands with his team. He lives in Atlanta, Georgia.

Micah Solomon is President of Oasis Disc Manufacturing, the company he famously built up from a one-room operation into a leader in entertainment and technology—as featured in Fast Company, Seth Godin’s bestseller Purple Cow, Success magazine, and other case studies in the business press. Solomon created the “College of the Customer” website and is a sought-after business advisor and speaker. He lives in Philadelphia, Pennsylvania.

Micah Solomon’s website: www.micahsolomon.com.

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