(2007-02-06) The Kindess Revolution
Despite years of focus on the importance of customer service, most businesses still have a lot to learn.
Despite years of focus on the importance of customer service, most businesses still have a lot to learn. Too many merely tweak a script, roll out a new offer, then disappear from the scene, leaving their frontline staff—often underpaid and badly overworked—to expertly, cheerfully handle all the real-life encounters with real-life customers who can make or break a company.
That’s no way to run a business, says customer service expert Ed Horrell. If you treat your frontline employees with indifference or disregard, you can expect them to treat your customers with indifference—and you can then expect to have indifferent customers who will drop you for the next best thing without a murmur of regret.
Combining extensive research with inspiring real-life examples from companies known for their outstanding customer service—such as L.L.Bean, Chick-fil-A, Nordstrom, Mrs. Fields, St. Jude Children’s Research Center, The Ritz-Carlton, FedEx, and more—Horrell explains in The Kindness Revolution that providing exceptional, compassionate customer service can only happen when you build a deep and lasting relationship with your employees. And it is kindness, says Horrell, that most characterizes that relationship.
The Kindness Revolution traces the culture characteristics of the standout companies, including their strong conviction that:
· Each employee has an important job to do.
· Their corporate entity has a meaningful purpose to serve the customer in a way that delivers value.
· Each employee should be empowered to make decisions.
· They attract the best employees and customers by running an organization based on sincerity and consideration.
· There is value in dignity and respect and courtesy—and kindness.
For organizations large and small, of any size or industry, The Kindness Revolution is a resounding wake-up call to change the way your company thinks about its employees, and to practice the basic values of dignity, respect, courtesy, and kindness from top to bottom throughout your organization.
The way you treat your employees will be the way they treat your customers. Follow the wise advice and insightful examples in The Kindness Revolution, and experience the enormous payback in loyal customers, a more prosperous company—and a better way of life.
Author Ed Horrell is available to speak to your organization about The Kindness Revolution and can bundle copies of the book for each audience member in a speaking package.
To book Ed Horrell to speak to your organization call 901.757.3768.
About Us: Ed Horrell is a professional speaker, author and consultant. He has addressed over 1,500 audiences all across the country. His speaking clients include firms such as Fed Ex, Auto Zone, Morgan Keegan, Cellular One, MCI, First Tennessee Banks, the United Postal Service and Delta Air Lines, to name a few. His motivational talks center on the role that values play in the areas of customer service, sales, and management. Ed is also a popular conference speaker having addressed numerous technical conferences around the country. Ed has been published over 150 times in various business magazines and has been quoted in publications such as Forbes, Business Week, Business Communications Review, and ComputerWorld. Ed is a native of Memphis, a graduate of the University of Memphis, and a former visiting professor at Christian Brothers University.
Contact Info: Ed Horrell
Horrell Communications
PO Box 382035
Germantown, TN 38183-2035
901.757.3768
Additional:
Company: Horrell Communications
Country: United States
Contact: Ed Horrell
Website: http://www.EdHorrell.com
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Phone: 901-757-3768
