Once again, I'm on the subject of books. My long time friend Shep Hyken recently published another book on customer focus, one of my favorite subjects. His new book is titled: The Cult of the Customer, and I highly recommend reading it.
Years ago while in Dallas attending a leadership development program, I had the good fortune of meeting and flying home with Shep. Since that fortuitous meeting, we have used his services repeatedly to assist in training the Mid America Motorworks Team on customer centered services.
Over the last ten plus years, Shep has assisted Mid America Motorworks in developing real world, big picture concepts of Creating Moments of Magic for our customers. Even working on the concept of how to turn that Moment of Misery into that Moment of Magic.
Most likely, we have all had those Moments of Misery happen to us. Reflect back to those awful times you have experienced when you had to return a product. Think of the times you have been disappointed, and how you felt. Think of the times that the return was really turned into a Moment of Magic. Yeah, that's what Shep has helped our team understand.
I can highly recommend Shep's services and his ability to teach, entertain and take your company and company views of Customer Services to a new and higher level - How to Create those Moments of Magic.
You might also get a small view into our company on page 99 and 100!
Several years ago, Mid America Motorworks had hired an outside "resource' to put on a one day presentation about shows and displays. Our booking of the "resource" was done in response to a direct mail presentation and subsequent emails and phone conversations.
As the day unfolded, we got more than we bargained for in the presentation, and so did our speaker, Barry Siskind. Barry also got the all too common notice that his flight schedule had been altered by the airline and that he would not be able to catch an early evening flight back home to Ontario. "Ontario," I said. "Well, we just happen to be flying out tonight from Effingham to Mt. Tremblant, Canada for Michael and Blake to race formula cars. Can we take you home?" Silly question! He quickly replied, "Yes!"
On our way to Canada, our conversation ranged from the activities of the day, Mid America Motorworks business, Corvettes and finally, Barry's next project; a new book he was writing - a book on selling. As we chatted on the book’s content, Barry stated that maybe he would use part of my story in the book. "That would be cool," was my response.
Shortly thereafter we landed in Toronto, dropped Barry off, and flew on to Mt. Tremblant. Several years went by and one day I got a package in the mail with a book in it. Interesting. I did not order this book. What is it? A book with the title: Selling From the Inside Out, written by Barry Siskind.
Along with the book was a very kind letter reminding me of the trip to Toronto and his comments about his new book. Barry suggested that I check out pages 158-161. Sure enough, there was his version of my story. Pretty cool.