Don't Provide Good Customer Service, Make It A Celebrity Experience

So says author Donna Cutting. And I couldn't agree more.

I met Donna about eight years ago. She was a member of a women's business group I gave a talk to about focusing your business.(You know what I'm talking about, a business where "everyone" is not your target market.) She was like a sponge and had a huge fire in her belly to make her business the best it could be. Along the way, we've had an opportunity to do a couple of engagements together and it was exciting to watch Donna and her business grow.

Then a couple years ago, I heard Donna was doing research for a new book so I introduced her to my editor at Wiley, Laurie Harting. Laurie was smart and knew a good book when she saw one.

Hence The Celebrity Experience was born.

And it's a great book. The main theme is that as business owners, we need to stop saying NO so much and change it to an emphatic "YES!" Saying yes will give us the ability to turn our employees into engaged advocates who provide our customers with red carpet celebrity service at every touch.

Sound like a fairy tale?

Not by any stretch of the imagination. In Donna's book, she provides real stories about businesses just like yours who provide celebrity service to people like you and me every single day.

My favorite chapter is "The Booger Principle."  It's a chapter about brutal honesty and how that can endear you to your customers when it happens in the right place at the right time.

The stories in this book will make you laugh, may make you cry and will definitely make you think, "What changes can I make to my business?" For each situation Donna challenges you to examine your business in the same light. And she gives you a road map for starting your journey to providing celebrity service to your customers.

The Celebrity Experience is a must read if you want to take your customer service to the next level. It's a book I'll recommend time and again. 

Have you read Donna's book "The Celebrity Experience?" Please leave me a comment. Yesterday, Carol Deckert  wrote about Donna's book and Phil Gerbyshak  will be writing about it tomorrow. What do you think?