Devoted to customer service and the principles of exceptional customer services

Please keep updating on what else you find.

Interesting concept should we "never say no"? Can such a simple rule be implemented?

It comes down to firstly equipping staff with possibilities and the correct environment - but perhaps Never Say No could build that culture.

Needs thought.

Any other thoughts?

Maria,

Thank you so much for this post. I'm so glad you are enjoying The Celebrity Experience.

Funny - I was just talking to Caroline Spencer who owns Wilsey Automotive in St. Pete, FL. She is mentioned in the book because someone sent her to me as an example of red carpet service.

She told me, "I tell my employees that if someone comes to the counter and wants a pound of butter, drive to the store and get them a pound of butter."

That's a culture of YES! They are auto mechanics, for goodness sake. And it's why Caroline's customers rave about her and her business is booming.

"No" may be appropriate at times, but "Yes" is about exploring and expanding your limits so you and your team are doing what your competitors won't. Then you can truly say that you give your customers The Celebrity Experience.

Thanks again, Maria, for the post!

Maria,

Very good. I feel that many companies are addicted to policies. Instead, I advocate for using precepts or principles over policies. Where policies draw a hard line in the sand and create the culture of "no", principles liberate employees to think creatively and add to the "yes" cooperative approach.

Steven - I'll keep you updated as I read through the book. I think it's a great way to start a customer service book, eh? I think the "Never Say No" policy is possible, but will take a complete change in mindset.

Donna - I'm happy to spread the good cheer into the business world. This is the type of book that gets me revved up. Phenomenal customer service is not a pipe dream!

Bill - Thanks for your thoughts. You've inspired another post on this subject...Stay tuned!

"We don't usually do this but for you, we can make an exception." This is the magic formula. People who receive this kind of treatment are pleasantly surprised. They tend to favor the company that gave them this sort of service than others. A simple sentence like this can do wonders for an good impression.