Book Byte #73 "Uncommon Service" by Frances Frei and Ann Morriss

How to Win by Putting Customers at the Core of Your Business

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📣 Curious Quotes from the Author

“Leadership, at its core, is about making other people better as a result of your presence—and making sure that the impact lasts in your absence.”

“What’s hard is designing a service model that allows average employees—not just the exceptional ones—to produce service excellence as an everyday routine.”

“To achieve service excellence, you must underperform in strategic ways. This means delivering on the service dimensions your customers value most, and then making it possible—profitable and sustainable—by performing poorly on the dimensions they value least. In other words, you must be bad in the service of good.”

“When companies pay customers to try out their products and services, it’s a customer acquisition program. When companies invest in activities that increase customers’ willingness to pay a premium price, then they have a loyalty program.”

“There are four ways to fund a premium service experience: (1) get customers to pay you extra for it, (2) reduce costs in ways that also improve service, (3) improve service in ways that also reduce costs, or (4) get customers to enjoy doing some of the work for you. Method 1 is the simplest, at least.”

📚 Cognition of the Book’s Big Idea:

So, here's the bottom line: Business success is less about reaching perfection across the board and more about strategically focusing on the most valuable areas to your clients. It entails making informed decisions about where to deploy resources while willingly accepting certain limits elsewhere.

🛠️Fixing the Tech Industry

Customer Service is an Issue we know a lot about. In any support-type career, the employees are our customers. We serve them and their Tech Needs. Sometimes we may get frustrated that they don’t “Get it”, but we still need to smile and continue to serve them.

We must act the same way for our actual customers. Everyone should be in the Business of serving your customers. They are the lifeblood of the company. The better Customers are cared for, the happier the bosses will be and in turn, they’ll make your life so much easier. So always create, fix, and code things to benefit the customer, and you’ll never go wrong in your Career.

🤝Collaborate with others with this Social Media Prompt:

What is one Customer Experience you will always remember for the rest of your life?