After three decades in the service industry, I’d experienced enough to know our methodology worked well, so it was time to write the book! Discover the inspiration behind the title of this New York Times bestseller “Uplifting Service”.
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Below is an Autogenerated Transcript
Well that book is the 15th in the series of books that I’ve written over the years and it’s the only one that’s gone to the New York Times bestseller list. I figured that after 20 years of working in the field, I’d seen and learned and experienced enough to know that the methodology that I’d created had an architecture for building a culture inside an organization, a road map for implementation over time, that it actually worked.
We had plenty of great case studies in different industries in different cultures around the world and so then it was a joy to write that book. Not only to bring out the theory and the model and the metaphors and the mechanisms, but actually to have a robust range of case study examples and practices that people could read about as they were learning the methodology inside the same book.
And what is that one takeaway, one key takeaway or one key learning from that book that somebody who’s not a frontliner who is not directly interacting with the patrons or the buyers of your products and services can actually take away from that book?
Well every single chapter of the book actually ends with a little section that says questions for service leaders and then questions for service team members. So no matter where you are in the organization you could be front line contact centre. You could be the security guard in the parking lot or you could be chairman of the board. Every single person needs to understand what are these fundamental principles for uplifting service. We didn’t learn them in school. I lay them out pretty clearly in the book but I also show you how you can apply them to create better service performance. Now there’s also the entire architecture for building the service culture and that’s not the same as giving somebody an excellent service experience but the two of them need to go hand in hand.
