Zebra Smash - Real Financial Planners | Real Conversations

If you're a regular listener to this podcast,  there's a good chance that you're the one at the beach wearing khakis and a sensible button-up, with a solid business/self-help business book in hand. And have we got the book for you! Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization isn't a long book, clocking in at just 144 pages. But as authors Leonardo Inghilleri and Micah Solomon suggest in Chapter Three (Language Engineering): "Every. Word. Counts." This book has made an impact on both of us, so much so that it's required reading for new employees at both of our firms. In this episode, we provide a brief tour, with extended stops at favorite parts along the way: Anticipatory Service The Four Elements of Excellent Customer Service Creating a Preferred Language Lexicon Turning Service Failures Around/The Perfect Apology  Client Feedback/Seeing Your Firm Through the Eyes of a Client We could easily have spent another hour talking about the book, but h