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!