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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization [Hardcover]

Leonardo Inghilleri , Micah Solomon , Horst Schulze
4.7 out of 5 stars  See all reviews (3 customer reviews)
Price: 13.99 & FREE Delivery in the UK. Details
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Book Description

1 April 2010
In a tight market, your most powerful growth engine and your best protection from competitive inroads is this: put every thing you can into cultivating true customer loyalty. Loyal customers are less sensitive to price competition, more forgiving of small glitches and ultimately, become “walking billboards” who will happily promote your brand.

In Exceptional Service, Exceptional Profit, insiders Leonardo Inghilleri and Micah Solomon reveal the secrets of providing online and offline customer service so superior it nearly guarantees loyalty. Their anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon’s company Oasis and has since proven itself in countless companies around the globe from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Now, readers can take the techniques that minted money for these brands and apply them directly to their own businesses. As Ken Blanchard writes, “Leonardo and Micah’s philo sophies, rules and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization.”

Filled with detailed, behind-the-scenes examples, the book unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day and your bottom line looking better than it ever has before.

Frequently Bought Together

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization + Five Star Service: How to Deliver Exceptional Customer Service (Prentice Hall Business) + Setting the Table: Lessons and inspirations from one of the worlds leading entrepreneurs
Price For All Three: 31.57

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Product details

  • Hardcover: 192 pages
  • Publisher: Amacom (1 April 2010)
  • Language: English
  • ISBN-10: 0814415385
  • ISBN-13: 978-0814415382
  • Product Dimensions: 23.1 x 15.7 x 2.3 cm
  • Average Customer Review: 4.7 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon Bestsellers Rank: 306,329 in Books (See Top 100 in Books)
  • See Complete Table of Contents

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"A wealth of actionable information packed into a short book." "--The Advance Me Business blog"

From the Back Cover

Learn the Loyalty-Building Secrets of Distinguished—and Exceptionally Successful—Service Companies

Exceptional Service, Exceptional Profit is a book after my own heart. Leonardo and Micah’s philosophies, rules, and winning examples of service excellence will make you want to implement their suggestions immediately in your own organization. This is the way to run a customer-focused company!” — Ken Blanchard, coauthor of The One Minute Manager® and Leading at a Higher Level

“What you read here will allow you to recalibrate your business—on any scale—to truly know your customers and keep them coming back for more.” — Horst Schulze, Chairman & CEO, The West Paces Hotel Group; President and COO, ret., The Ritz-Carlton Hotel Company, from the Foreword

“A must-read guide on how to apply five-star service techniques to every industry and every price point.” — O. Temple Sloan, III, President, Chief Executive Officer, General Parts, Inc./CARQUEST

“This smart primer on customer service strategy is a must-read for managers and anyone interested in transforming their interactions with clients. Leonardo Inghilleri and Micah Solomon cover considerable ground—from the finer details of greeting customers or giving directions to larger strategies for training employees or maintaining customers’ trust online. Exceptional Service, Exceptional Profit is a manual for winning customer loyalty that actually inspires.”— Daniel H. Pink, author of A Whole New Mind, Free Agent Nation, and Drive: The Surprising Truth About What Motivates Us

“An excellent roadmap for building a customer-centered enterprise. Leonardo and Micah wittily present easy-to-implement strategies that will create a strong value proposition for your business and a great experience for your customers.” — Massimo Ferragamo, Chairman, Salvatore Ferragamo USA

“In economically difficult times, customer loyalty is a critical factor in determining who survives to sell another day and who ends up in bankruptcy court. Leonardo Inghilleri and Micah Solomon have written a wonderful, practical book that explores the interactions that build customer loyalty. It should be required reading for anyone setting out to build a new company and, equally, for seasoned business leaders wondering how to weather hard times.” — Professor Frank A. Philpot, George Mason University School of Management

Inside This Book (Learn More)
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Front Cover | Copyright | Table of Contents | Excerpt | Index
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Customer Reviews

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Most Helpful Customer Reviews
3 of 3 people found the following review helpful
5.0 out of 5 stars Top-notch customer service manual 4 Oct 2010
By Rolf Dobelli TOP 500 REVIEWER
What Apple is to innovation and Rolex is to quality Ritz-Carlton is to service. Consider the luxury hotel chain's famous $2,000 customer-satisfaction pledge. This remarkable program, now in place for decades, allows any Ritz-Carlton employee, regardless of rank, to decide alone to spend up to $2,000 to resolve any customer problem. To date, no Ritz-Carlton employee has felt it necessary to spend the full amount on behalf of a customer, but many take creative action to address problems promptly. This policy sends a powerful signal to Ritz-Carlton clients and employees about how much the company values quality and service. In their book, service experts Micah Solomon and Leonardo Inghilleri teach you how to plan and implement an exceptional service program. getAbstract cheers this nicely written book. It is a pleasure to read and it explains exceptional service clearly.
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2 of 2 people found the following review helpful
4.0 out of 5 stars easy, practical and fast 5 Feb 2011
I must admit that at first I could not really find my way in the fast written book: sometimes a jungle of (strong!) one-liners, a lot of action, a lot of examples. And I found it a bit too hotel-business (which is a particular form of service: physical). Chapters sometimes not too logically organized. Fast. And the focus is on service, but the profit part is just not strong.
But the book was too sticky to let be, and I continued and completed the book. Very inspiring, very optimistic, solution-driven. And sometimes really sharp formulated practices, tangibly treating issues which in the first place are not easy to grasp rationally.
For me a book which sometimes the just too-American approach annoyed me, but lead to inspiration and brought me further. On the service part
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5.0 out of 5 stars Useful read 26 Nov 2012
Format:Kindle Edition|Verified Purchase
A fantastic read. Very useful and clearly structured. Highly recommend to any business that wants to improve its customer service.
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Amazon.com: 4.8 out of 5 stars  58 reviews
21 of 23 people found the following review helpful
5.0 out of 5 stars This book got me quickly thinking about how to make customers more loyal - the key provide anticipatory service! 23 May 2011
By Blaine Greenfield - Published on Amazon.com
When I saw EXCEPTIONAL SERVICE, EXCEPTIONAL PROFIT (AMACOM) by Leonardo Inghilleri and Micah Solomon, I thought to myself, "Oh, no, still another book on customer service." Even the subtitle. THE SECRETS OF BUILDING A FIVE-STAR CUSTOMER SERVICE ORGANIZATION, indicated that might be the case.

But was I ever wrong! The authors immediately got me interested in finding out more through their use of success stories from such companies as The Ritz-Carlton and Lexus, as well as how the principles were applied by such online firms as Netflix and CD Baby.

In addition, they quickly got me thinking about how to make customers more loyal--with one key way being the need to provide anticipatory service vs. merely reacting to customers.

Some of their examples, though seemingly basic, blew me away--such as this one:
*To help launch their Ritz-Carlton luxury hotel brand, initially, founding President and Chief Operating Officer Horst Schulze and his team decided on a set of ideal phrases for use in conversation with customers, then trained employees to use those phrases. The frequent use of certain phrases helped unify their employees around a shared identity and contributed to a distinctive "Ritz style" that the public could easily recognize: phrases like "my pleasure," "Right away," "Certainly," and -a personal favorite-"We're fully committed tonight." (Translation: "We're booked solid, bub!" The list of words and phrases to be avoided included folks, hey, you guys, and okay.

I also loved this technique for how to preemptively unwad your staff's shorts:
* When your own employees first hear you taking the customer's side, don't expect them to be thrilled. ("Does my boss blame me? Does she actually believe that idiot's version of what happened?") You need to explain that it's often necessary to empathize with and even amplify the customer's side of the story. Explain that the customer may or may not be right in an objective sense. Regardless, you're going to be disproportionately sympathetic to the customer's viewpoint because the customer is your boss-the customer pays your paycheck, along with the paychecks of everyone in the company.

Human nature being what it is, this explanation will bear repeating. Often.

Lastly, I often wonder why more companies don't utilize this technique:
* Even in a mundane situation, this simple understanding, starting from day one, can make all the difference. Have you ever been to a shopping mall and stared, obviously bewildered at the map-while a security guard idly stands there "protecting" you, all of two feet away? Did the security guard proactively help you out with an "Anything I can help you find?" If he worked for us, he would have. At orientation, we would have started him off understanding his higher purpose: to create a great shopping experience for guests. Sure, that could include deterring and apprehending bad guys, but it also includes attending to shoppers who have that unmistakable lost look on their faces.

Even as I type the above, I realize that EXCEPTIONAL SERVICE, EXCEPTIONAL PROFIT is a book that I'm going to want to revisit. If you read it, you'll become as convinced as I am that Ingehilleri and Solomon have ideas that can be applied to virtually any company or organization--including yours.
3 of 3 people found the following review helpful
5.0 out of 5 stars The Bible of Customer Service 9 May 2013
By Pamela F. Stanley - Published on Amazon.com
Format:Kindle Edition|Verified Purchase
From the moment I opened (or slid over as I'm reading the Kindle version) the first part of this book, which was the table of contents, I was excited about what I might be able to learn from this book. As I read from page to page, reading their substantiated reasons for doing what they suggest with stories and experiences that clearly supported and elucidated their points, I knew this would be a constant resource for me, my staff, and my superiors.

I read the book and then gave it to the general manager of our company who became as enthralled as I was. We began implementing the smallest suggestions regarding client interaction which made huge differences immediately. Such as "anticipating customer needs" and "being on the customer's side". We've given our staff the power to make decisions or to promptly bring in upper management for a positive and quick decision that makes the customer feel listened to and appreciated. I won't go on and on, you'll have to read the book, but believe me when I say this is our customer service bible from which we will reference and create guidelines for improving our business through exceptional customer service. Thank you for this book!
9 of 12 people found the following review helpful
5.0 out of 5 stars How to manual for providing exceptional service 3 May 2010
By Brian Schoenbaechler - Published on Amazon.com
April Book Review from SBC Fulfillment Blog: [...]
Background: I added this book to my Amazon wish list, which in turn posts to my FriendFeed account. Micah Solomon found my post on Friend Feed and sent me an advance (signed) copy, pretty "exceptional service." Micah is the small business guy who founded Oasis Disc Manufacturing. Leonardo is best known for his work with the Ritz Carlton.

Main Points: The main points I took away from the book can be summed up in language, anticipation, and tracking.

Language: The need to be intentional about the language you and your employees use. This includes words to use, not use, and words that are "banned."

Anticipate: Exceptional customer service comes from anticipating your customer's needs. Anyone can hand a towel to a customer who asks for one, but an "exceptional company" hands you one before you have the chance to ask.

Measure: You NEED a system to track your customers likes and dislikes. Additionally, you can track top problem for continuous improvement programs.
Take Away: Your customer service program must be intentional and must incorporate training that constantly reinforces your program.

Conclusion: Great advice from some world class companies. The pages contain golden nuggets for companies big and small (like mine). My only criticism is I would like to see more case studies. Overall this book is a must read. Highly recommended.
2 of 2 people found the following review helpful
5.0 out of 5 stars If you only buy one book on customer service... 14 May 2013
By sprucehen - Published on Amazon.com
Format:Hardcover|Verified Purchase
Best well-rounded book on customer service I have seen to date. Well-organized, and easy to read and digest. Provides exactly the right overarching philosophy of exceptional service, supported by real world examples. Totally raises the bar on how to approach serving customers. Offers other excellent resources for reference. If you can only buy one book on the subject, let this one be it. Amazing.
1 of 1 people found the following review helpful
5.0 out of 5 stars great content and loads of practical, easy to implement tips 4 April 2014
By joaquin valverde - Published on Amazon.com
Format:Kindle Edition|Verified Purchase
A really current, up to date approach that works for both online and brick and mortar businesses. loads of practical tips that are easy to implement at zero or minimal cost. This book is a great investment and a must read for any business owner!
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