Synopses & Reviews
Who knew a cabbie could teach you so much about customer service?
As a successful professional speaker who travels constantly, Phillip Van Hooser has been in and out of his fair share of cabs. But only one cabbie ever taught him anything about customer service. That cabbie is Willie, and the commonsense wisdom he imparted has become known as Willie's Way.
Willie doesn't have an MBA, but he doesn't need one to know that the most critical aspect of salesmanship is a personal relationship with the customer. In fact, people enjoy doing business with people they know and likeand they remember people they like when it's time to do business again. The simple things Willie does to get to know his customers not only leave them happy, but also leave them wanting more of his special brand of service. What kind of business leader wouldn't want his customers to feel the same way?
In Willie's Way, Van Hooser reveals Willie's unique brand of personalized servicehow he woos customers so that they come back, how he wows them so that they tell their friends, and how he wins their long-term business by exceeding their expectations. Even better, Van Hooser shows how business leaders can apply Willie's techniques to their own enterprises to build long-term customer loyalty.
A book unlike any other customer service guide, Willie's Way translates Willie's commonsense wisdom into simple, practical applications. Each chapter looks at one of the six service secrets and explains how and why it works. From listening to customers, to offering them special favors, to making every customer connection memorable, these proven strategies will impress, entice, and win new customers with every interaction.
Based on the hard-earned wisdom of someone who spends time with customers every single day, this book offers business leaders a chance to reconnect with the basics of good customer service. But what if your business is doing okay offering the bare minimum of service? That's great! But for those who want to do more business and do it better, there's Willie's Way!
Synopsis
A simple, straightforward guide to remarkable customer service
Willie s Way is unlike any other customer service guide. A story as good as the advice it offers, the book presents the real-world customer service wisdom of a real, one-of-a-kind cabdriver. Author Phillip Van Hooser learned more about great customer service during one cab ride with Willie than he ever thought possible. From his friendly banter to his personalized customer care, Willie woos, wows, and wins customers with ease. This book translates Willie s commonsense wisdom into practical applications any businessperson can apply.
Each chapter looks at one of six secrets Willie employed and explains how and why it works. These techniques, strategies, and commonsense tips will help anyone who deals with customers in any industry deliver the kind of unforgettable and uncommon customer service that keeps people coming back for more. From listening to customers, to offering special favors, to making every customer interaction special, these practical, commonsense customer service values are sure to impress, entice, and win new customers with every interaction.
Phillip Van Hooser (Princeton, KY) has been speaking professionally on leadership and service professionalism for 17 years.
Synopsis
Who knew a cabbie could teach you so much about customer service?
As a successful professional speaker who travels constantly, Phillip Van Hooser has been in and out of his fair share of cabs. But only one cabbie ever taught him anything about customer service. That cabbie is Willie, and the commonsense wisdom he imparted has become known as Willie's Way.
Willie doesn't have an MBA, but he doesn't need one to know that the most critical aspect of salesmanship is a personal relationship with the customer. In fact, people enjoy doing business with people they know and likeand they remember people they like when it's time to do business again. The simple things Willie does to get to know his customers not only leave them happy, but also leave them wanting more of his special brand of service. What kind of business leader wouldn't want his customers to feel the same way?
In Willie's Way, Van Hooser reveals Willie's unique brand of personalized servicehow he woos customers so that they come back, how he wows them so that they tell their friends, and how he wins their long-term business by exceeding their expectations. Even better, Van Hooser shows how business leaders can apply Willie's techniques to their own enterprises to build long-term customer loyalty.
A book unlike any other customer service guide, Willie's Way translates Willie's commonsense wisdom into simple, practical applications. Each chapter looks at one of the six service secrets and explains how and why it works. From listening to customers, to offering them special favors, to making every customer connection memorable, these proven strategies will impress, entice, and win new customers with every interaction.
Based on the hard-earned wisdom of someone who spends time with customers every single day, this book offers business leaders a chance to reconnect with the basics of good customer service. But what if your business is doing okay offering the bare minimum of service? That's great! But for those who want to do more business and do it better, there's Willie's Way!
Synopsis
Praise for Willie's Way:
"Willie's Way is a fascinating compilation of real-life customer service stories that actually make a difference. It's about building your brand one customer at a time. Read how enthusiasm, confidence, and sincerity can impact your customers, grow revenues, and impact your bottom line. This is the best book I've read on customer service in a long time."
Joe Scarlett Chairman of the Board Tractor Supply Company
"Wow! Willie's Way is simply infectious. Every reader is sure to find the six secrets to be very practical. In fact, they leave us without excuse. Without a doubt, Willie's Way has the power to transform an organization from one delivering mediocre customer service to one performing at the top."
Chris Strippelhoff Vice PresidentMember Services Municipal Gas Authority of Georgia
"Van Hooser absolutely hit the bull's-eye with an outstanding instruction manual about the keys to extraordinary customer service. I have no doubt that companies and customer service professionals across virtually every industry will find value and fresh new insights in the pages of this brilliantly written gem."
Richard G. Kelley Director of Sales Training, North America Axcan Pharma, Inc.
About the Author
PHILLIP VAN HOOSER, MBA, CSP, has been speaking professionally on leadership and service professionalism since 1988. A former Fortune 500 manager, he delivers about 100 keynote presentations and training sessions each year for corporations and professional associations throughout North America and beyond. He also currently serves on the Board of Directors for the National Speakers Association.
Table of Contents
Acknowledgments.
Introduction: Make the Ordinary Extraordinary.
Secret #1: Acknowledge Your Customers Immediately.
What Is a Customer?
Opportunities Lost.
The Game of Service Is the Game of Business.
Hea??ll Know My Name.
Putting It into Practice.
Secret #2: Redefine Your Routine Activities.
A Finishing School for Motorcycle Cops.
A Service Pro at Work in Terminal A.
The 999 Drill.
Putting It into Practice.
Secret #3: Give Customers Your Undivided Attention.
Hey! Welcome to Cicia??s!
We Escort Our Guests.
A Sign of the Times.
Ita??s Simplea??Service Sells.
Putting It into Practice.
Secret #4: Listen, Think, and Use Common Sense.
I Prefer Peach Yogurt.
Service Is Spelled S-A-Z-E-R-A-C.
When Is a Greeter Not Just a Greeter?
Service Is Common Sense.
Putting It into Practice.
Secret #5: Bend the Rules, Sometimes.
Take a Minute to Think.
He Will if He Really Wants to Sell Me Something.
I Guess This Is My Lucky Day.
Putting It into Practice.
Secret #6: Make the Last Few Seconds Count.
You Dona??t Expect Us to Give Our Services Away, Do You?
They Try Harder . . . and It Pays.
Well, Ia??ll Be Doggone.
Making Friends by Serving Friends.
Putting It into Practice.
Conclusion: The Magic of Service Professionalism.
When Magic Isna??t Magic After All.
Magic Defined.
Mythical Customer Service.
It Cana??t Get a??Mulcha?? Worse than That.
Experiencing a Magical Moment.
About the Author.
Service Professionalism in Action.
Other Books by Phillip Van Hooser.
More Information Available.