Yesterday I had the opportunity to speak with Caroline Spencer, the owner of Wilsey Automotive in St. Petersburg, Florida. It was the first time I had met her - although she is mentioned in The Celebrity Experience. A friend had submitted a story that showed one example of Caroline's exceptional service.
However, meeting her yesterday I learned that there was much more to her red carpet service than is in the book. Caroline and her team have mastered the art of "and then some" and a culture of YES!
She told me, "I tell my employees that if someone comes in and wants a pound of butter, drive to the store and get them a pound of butter." Not bad service for an auto mechanic, eh? Not to mention her $10.00 a day rental cars and the fact that she's been known to pick up her customers at their homes if need be.
Over at Customers are Always, Maria Palma has some interesting observations about creating that type of culture. Some interesting discussion by her readers as well. Check it out.
Donna Cutting
800 CEO Read Offers FREE Shipping On The Celebrity Experience!
800 CEO Read is a fabulous company that offers discounts on bulk orders of books. I say they are fabulous because when they say they can get you your books fast, they mean it!
Being a new author, who has never sold products before, I had forgotten to order books to take to one of my speaking engagement. I called 800CEORead and they had my books there the next day. I was blown away!!!
In any case, I just ran across this blog post by Roy over at 800CEORead.com. In it, he mentions that they are offering free shipping on The Celebrity Experience until March 1, 2008. It's a great deal, especially if you want to purchase books for everyone in your company - as many of my readers have told me they've done.
Thanks Roy, for such a great deal!
Donna Cutting
Being a new author, who has never sold products before, I had forgotten to order books to take to one of my speaking engagement. I called 800CEORead and they had my books there the next day. I was blown away!!!
In any case, I just ran across this blog post by Roy over at 800CEORead.com. In it, he mentions that they are offering free shipping on The Celebrity Experience until March 1, 2008. It's a great deal, especially if you want to purchase books for everyone in your company - as many of my readers have told me they've done.
Thanks Roy, for such a great deal!
Donna Cutting
The Celebrity Experience: Treat Customers Special
This article by Michael Minks was published in Investors Business Daily and picked up by CNN Money, Yahoo Finance, and Accountability Central.
Feb. 5, 2008 (Investor's Business Daily delivered by Newstex) --
Every leader knows that customer service can save and make his firm money. Every consumer knows what it's like to get great customer service; when we do, we wonder why it's the exception and not the rule.
Here's how companies can make it the rule:
Decide who you are. Change your company culture and "commit to being extraordinary so your customers walk away saying 'wow,' and then come back and bring a friend," said Donna Cutting, author of "The Celebrity Experience: Insider Secrets To Delivering Red-Carpet Customer Service."
Read the rest of the article here.
Then Read The Celebrity Experience.
Feb. 5, 2008 (Investor's Business Daily delivered by Newstex) --
Every leader knows that customer service can save and make his firm money. Every consumer knows what it's like to get great customer service; when we do, we wonder why it's the exception and not the rule.
Here's how companies can make it the rule:
Decide who you are. Change your company culture and "commit to being extraordinary so your customers walk away saying 'wow,' and then come back and bring a friend," said Donna Cutting, author of "The Celebrity Experience: Insider Secrets To Delivering Red-Carpet Customer Service."
Read the rest of the article here.
Then Read The Celebrity Experience.
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