John Spence, author of Awesomely Simple, one of the Top 10 Small Business Books, wrote a wonderful review of my book Smile: Sell More with Amazing Customer Service on his blog. Hie review is titled “Customer Service: It Will Save Or Kill Your Business“. You can read this customer service book review here.
In his customer service book review, John writes: “To be frank, the book was a little fundamental, extolling such basic customer service practices as: smile, answer the phone with a smile, say please and thank you, make good eye contact, be enthusiastic, dress for success, keep professional, don’t make the customer wait… stuff that every single customer-facing employee on the face of the earth should know and do for every customer.
However, in the last few days since I left for this trip I have wished to God that someone had given this book to every single service provider I have dealt with. I have been met by rude attendants, uncaring employees, unprofessional staff, long waits, and generally crappy service at nearly every place I’ve been in the last week.” Read more.
About John Spence
At the age of just 26, John was named CEO of an international Rockefeller foundation, reporting directly to the Chairman of the Board, Winthrop P. Rockefeller III. John has twice been named by Trust Across America as one of the Top 100 Business Thought Leaders in America and has been recognized by that organization on their global list of the top 100 Thought Leaders in the area of “Trustworthy Business Behavior.” Other recipients of this award include: Sir Richard Branson – CEO of the Virgin Group, Howard Schultz – CEO of Starbucks, Tony Hsieh – CEO of Zappos, acclaimed business consultant Ram Charan, internationally renowned author Thomas L. Friedman, and business authors Patrick Lencioni, Tom Peters, Rosabeth M. Kanter and Jim Kouzes. John has also been selected as a leading small business influencer in America along with Malcolm Gladwell, Seth Godin and Apple.
John has served as “Executive in Residence” for the University of Central Florida’s Technology Incubator; as a Special Advisor to the Rawls College of Business at Texas Tech University; as a lead instructor for the University of North Florida’s Executive Education division; on the Board of Directors for the University of Florida’s Center for Entrepreneurship & Innovation; as an advisor to the University of Florida’s Leadership Development Institute and as a senior instructor at the Cornell University Leadership Development School.
Kirt Manecke is the author of the award-winning books Smile: Sell More with Amazing Customer Service, and Smile & Succeed for Teens: Must-Know People Skills for Today’s Wired World. Learn more about Kirt on his website.