BSP 044: 501 Ways to Roll Out The Red Carpet for Your Customers by Donna Cutting

Donna Cutting’s book, 501 Ways to Roll Out the Red Carpet For Your
Customer: Easy to Implement Ideas to Inspire Loyalty, Get New
Customers and Make Lasting Impressions, tackles the world of
customer service and rolling out the red carpet for all customers.
Cutting states that employees need to be armed with all the proper
tools in order to provide excellent customer service. When
employees don’t have all the tools, there’s a disconnect with the
service they ought to provide, but don’t. She says there are four
main things to think about: 1. Consistency – Every customer
receives the same level of service from every team member at every
opportunity, every single time 2. Technical piece – Involves asking
the question, ‘Am I delivering the product or service I’m
promising?’ 3. How do you deliver – How are employees delivering
customer service? Are they making the customer feel like they’re
important? 4. ‘Wow’ factor – The unexpected moment of surprise and
delight that makes people want to talk about you in a positive way.
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