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Fabled Service: Ordinary Acts, Extraordinary Outcomes 1st Edition
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Betsy Sanders, a former vice president and general manager with the extraordinarily consumer-oriented Nordstrom department-store chain, believes that true success on the sales floor stems from dedicated leadership in the management ranks and a steadfast commitment to related ideals from those at the top on down. In Fabled Service: Ordinary Acts, Extraordinary Outcomes, Sanders outlines the fundamentals for others who would like to achieve the legendary customer-friendly status that is widely accorded her former employer. The outcome, she stresses, is service that is so effective that it actually influences the decisions of shoppers.
From the Inside Flap
In this riveting best-seller, former Nordstrom vice president and general manager Betsy Sanders shares her secrets for making the customer feel like gold, and for achieving the kind of service that made Nordstrom a retail legAnd. It can help you set the same standards for your organization.Drawing upon her nineteen-year career with retail giant Nordstrom Inc., renowned for best-in-the-business customer service, Betsy Sanders brings her unique insights to this practical, easy-to-read guide. Using real-life anecdotes and examples from a variety of sources, Sanders outlines the many ways excellent service is created and shows how how you can go about setting the standard for your particular industry. Complete with checklists and action plans, Fabled Service reveals an expert's secrets for for making customers feel like gold--which inevitably translates to increased profits.
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"Stewardship implies acceptance of responsibility for certain assets with the expectation that at the end of your watch, you will hand them on in more abundance and in better condition than when you recieved them. When you think of yourself as a steward you do not expect honor to accrue to you, rather you feel honored to be involved in something so worthy of your time and talents."
This book brings out what lies behind the secret of such excellence when it comes to customer service. Such service that becomes fabled comes straight from the heart of the employees. The challenge then is to hire those whose hearts are for whom they serve and to train and lead them into excellence of service delivery.
Through well structured illustrations from companies like SAS, Nordstrom, McDonald's, Wal-Mart, The Ritz Carlton, the message is driven straight to the heart -Make service everything your company is and does. This is accomplished through two sets of employees - those who serve the customers directly and those who serve these employees. Hiring for the right attitude and leading these men and women to excel is the "how" of the story.
The book mostly picks examples from retail, the philosophy and scope extends to all industries. After all, there is no business without a customer. Though all of us agree that the customer is the purpose of our business, at the top of our organization charts we never find the customer. The customer is conveniently forgotten in the organizations' most important document. Not at Nordstrom for example. Here the organization chart is an inverted pyramid with customers at the top. It takes a different mind set to accept such realities. In fact it not a state of the mind, but a matter of the heart.
Recommended for professionals working in today's "knowledge industries". Maybe they will gain some knowledge on what it means to serve customers!