If you’re looking for some inspiration on how to bring your small business to the next level with it’s customer service, I’d recommend any of these books. Each one has challenged me to make significant changes in how we service guests at our salon.
Danny Meyer is the CEO of Union Square Hospitality Group,
which owns 12 restaurants in NYC. In this book he explains in great detail how he and his restaurant teams consistently orchestrate personalized experiences that have helped his restaurants build a loyal following of satisfied guests and made him a leader in his industry.
“Understanding the distinction between service and hospitality has been at the foundation of our success. Service is the technical delivery of that product. Hospitality is how the delivery of that product makes the recipient feel. Service is a monoloque–we decide how we want to do things and set our own standards for service. Hospitality, on the other hand, is a dialoque. To be on a guest’s side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response. I takes both great service and great hospitality to rise to the top.” –Danny Meyer
2. Secret Service: Hidden Systems That Deliver Unforgettable Customer Service by John DiJulius
John DiJulius is president of John Robert’s Hair Studio & Spa which has 4 locations in Ohio. He’s also the head of The DiJulius Group, a consulting firm specializing in customer service and marketing strategies. In this book he discusses all the systems he has in place that have resulted in his business retaining clients well exceeding the industry average. He explains how exceeding client expectation leads to them becoming your biggest marketing asset.
“Secret Service is the implementation of hidden systems that enable our staff consistently to exceed the client’s expectations and to make the client feel welcome, comfortable and understood…The result is that repeat business is ensured, more dollars are spent, and many referrals are gained.” –John DiJulius
3. Be Our Guest: Perfecting the Art of Customer Service by Disney Institute with Theodore Kinni
Disney Institute is the global professional-training arm of The Walt Disney Company. Theodore Kinni is an award-winning business writer and senior editor for Strategy+Business magazine. In this book they explain how Disney theme parks create Practical Magic, “the response that it produces in guests when everything comes together into a seamless, seemingly effortless performance.” Although producing their level of customer service might seem daunting, the beauty of this book is that you learn how providing quality service is all about orchestrating a consistently “onstage” and “offstage” experience.
“Quality Service means exceeding your guests’ expectations by paying attention to every detail of the delivery of your products and services. If this definition seems less than astounding, think about how you feel when you learn how a magic trick is accomplished. Suddenly, it all seems so simple.” –Disney Institute w/ Theodore Kinni
To me the common theme between these 3 books is that you must have the right systems in place and hire the right people to create a WOW experience every single time a customer has contact with your business. You also have to be willing to modify those systems to meet the changing needs of your customers. It’s a never ending process but one that you must be committed to if you want to grow your business.
Do you have a favorite customer-service based business book? What is it called and what did you learn from it?