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Subject: Re: How to look good in your customer's eyes
Subject:Subject: Re: How to look good in your customer's eyes From:"Tim Lewis" <Writer -dot- lewis -at- att -dot- net> To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Wed, 3 Apr 2002 14:09:25 -0600
The book is "Raving Fans" by Ken Blanchard and the rule is "Deliver Plus
One." It is part of his third secret, "Deliver the Vision Plus One Percent."
The first part is to consistently deliver what the customer expects from
you. The second part is to deliver a little more. By delivering a little
more each time, you raise your customer's expectation of you. "The one
percent is to keep you moving ahead and focused beyond your vision."
Blanchard says that if you improve by one percent each week, look at how
much you can improve in a year.
I highly recommend the book. It is written in a light story format and can
easily be read in a couple of hours.
Tim Lewis
Lewis Communications mailto:writer -dot- lewis -at- att -dot- net
Subject: Re: How to look good in your customer's eyes
From: "Melody Akins" <melodyakins -at- hotmail -dot- com>
Date: Tue, 2 Apr 2002 06:50:35 -0600
X-Message-Number: 6
Hello...
There is a book and an audio tape whose subject is something like, 'how to
make your customers into raving fans.' I don't have the book, but on the
audio tape, one of the principles taught deals with the subject of this
thread. It's called "Deliver Plus One," which means that you fulfill your
contract...plus 1%. The details are that you are to be careful to craft
promises that are in keeping with the customer's
expectations/desires/whatever, and that can realistically be kept...and then
you get creative and go JUST A BIT farther in an area you are certain is on
your customer's 'to die for' list. In building a reputation for great
customer service, the key seems to be consistent overperformance...to the
tune of 1%.
I hope this is helpful.
Melody
===========
Sent: Thursday, March 28, 2002 9:14 AM
Subject: Re: How to look good in your customer's eyes
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