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Even Monkeys Fall From Trees Paperback – March 23, 2001
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"The Seven Absolutes" exercises are useful training tools for my organization. The material is innovative and creative, yet practical. -- Donna Hatcher, Customer Service Manager, NEC Electronics
A refreshing message and holistic approach to service. Doug invites us care for ourselves so we can delight our customers. -- Jeanette Haas, RSM, Sr. Vice President, Mercy Health Systems ,
Doug's unique philosophy toward service is timeless, applicable to all industries, a refreshing change from the usual. -- Eric Frasier, Vice President, Conseco Fund Group
From the Author
"Even Monkeys Fall From Trees" is an old Japanese proverb I particularly like. It means that regardless of how capable or skilled anyone is, sooner or later, we all lose our balance and make mistakes. We know monkeys don't fall from trees, but everyone has seen remarkably capable people and successful companies make mistakes in other words, fall from their trees. Consider when you, your team or company has "fallen from the tree". Were you willing to own up to your own responsibility for making the mistake or not? If so, pat yourself on the back for taking a key step in remedying in the problem. Unfortunately, some companies and individuals refuse to take responsibility for their failings, preferring to blame the customer or market for their decline in profits or market share. But thats like blaming the weak branch on the tree for a fall.
Monkeys takes the concept of learning from our successes and mistakes the concept of keeping your balance on the tree -- and applies it to customer service. And, references to customers include not only your external customers, who buy your goods or services, but your internal customers as well, including your co-workers, managers, and subordinates. So, Monkeys addresses the topics of leadership and teamwork, as well.
Whether you are an executive heading up a company or a front-line employee, reading the book and doing the exercises will help you assess your current approach, so you can identify areas of strength and areas for improvement.