Early in my career, an account manager illustrated great customer service to me with this analogy: Let's say you go to an ice-cream stand and they're friendly, seem happy to serve you, and make you feel valued. Then, they do something you didn't even ask for or expect—they give you an extra scoop! Where would you go for ice cream next time? Why would you go anywhere else?
So let me ask you—whatever happened to getting that Extra Scoop? It seems that customer service has become a lost art.
The Extra Scoop: Rediscover the Art of Great Customer Service was born from author John Mamon’s desire to distinguish his business from others’, to deliver more value, to garner word-of-mouth referrals, and, oh yeah, also to just take great care of customers because it's the right thing to do.
To run a business, you must keep your customers happy. You not only have to anticipate their needs and meet them, you also should exceed their expectations—each and every time they come to you.
As a leader in the IT service industry, John Mamon lives and breathes The Extra Scoop concept. It’s fully ingrained in his business model. Beyond delivering positive customer interactions, his very profitability is tied to ensuring his customers experience as few computer issues as possible. Mamon has honed the art of customer service into a well-thought-out, understandable process that anyone can master. In The Extra Scoop, he guides readers in discovering:
- How to create a memorable customer service experience in any industry
- How to spin missed opportunities into wins that keep customers coming back
- How to own up to a service failure when your business drops the ball, and
- How having employees that act like owners improves customer satisfaction