55 Steps to Outrageous Service

by Hatcher, Greg

• ISBN13: 9781935166184
• ISBN10: 1935166182
• Edition: Reprint
• Format: Paperback
• Copyright: 2011-05-01
• Publisher: Parkhurst Brothers Inc Pub

Summary

Hatcher explains how he started one of the most successful agencies in America in a short period of time. A must-read for any salesman, entrepreneur, service representative, or company executive, and virtually every employee in any company who is interested in keeping customers.

Table of Contents

ôOutrageous Serviceö Philosophies
Just Win the Damn Ballgame!	p. 17
The Definition of ôOutrageous Serviceö	p. 20
The History of The Hatcher Agency	p. 22
Outrageous Work Hours (24 Hours a Day, of Course)	p. 25
Tell People What You Are Going To Do, and Then Do It (It ain't braggin' if you can back it up.)	p. 27
On Your Worst Day You Must Still Be Very Good	p. 30
The Hatcher Agency Employee Job Description	p. 32
Brainwash Yourself on the Way to Work	p. 36
There is No Off Switch on a Tiger!	p. 40
Our Attitude is the Difference	p. 44
ôOutrageous Serviceö Means Saying No, Too	p. 46
If I Were a Car Salesman, I Would Sell Cadillacs	p. 48
Honesty is the Best Policy	p. 50
Swim Upstream	p. 53
ôOutrageous Serviceö Tools
A Two-Dollar Bill for a One Percent Improvement	p. 59
Five ôThank Youö Notes per Week	p. 62
Donuts in the Morning; Cookies in the Afternoon	p. 65
Holiday Cards	p. 68
Progress Notes	p. 72
Everybody Loves a T-shirt	p. 74
Voice Mail by Request Only	p. 77
We Deliver	p. 80
The Enrollment Van	p. 83
Goodwill Calls	p. 86
Expressions of Sympathy	p. 89
The Blue Sheet	p. 91
Employee Birthdays and Anniversaries	p. 96
Fax Updates	p. 98
A Dictation Unit is a Must	p. 101
Birthday Cards	p. 105
ôOutrageous Serviceö Ideas
You Cannot Deliver ôOutrageous Serviceö with High Turnover	p. 113
You Have Made A Mistake That Hurts A Customer…Now What?	p. 117
Administrative Bonuses for All Employees	p. 120
Staff Meeting at 7:00 a.m.	p. 123
Hatcher Time (The Hatcher Agency On-Time Rules)	p. 125
Be a List Maker	p. 129
Write It Down	p. 131
How About a Personal Coach?	p. 134
Seek First to Understand…Then to be Understood	p. 137
ôOutrageous Serviceö Equals Outrageous Sales
Incentives Must Be Service-Based to Ensure Great Service	p. 143
The Dan Gable Story	p. 146
ôOutrageous Serviceö Will Get You Referrals	p. 148
You Can Have Everything in Life You Want…	p. 151
Fax Information on Your Company Prior to the Appointment	p. 153
Be a Community Volunteer	p. 155
Become the Best at What You Do and You Will Never Have to Prospect Again	p. 157
Cross Training	p. 159
Outrageous Education and Training
Fringe and Intangible Benefits Can Lower Turnover and Improve Service	p. 163
Yes, We Have a Full-Time Trainer	p. 167
All Employees go to Insurance School	p. 169
Videotape Training Sessions and Give Exams	p. 171
Read a Book a Month	p. 173
Speaker of the Month	p. 176
Some Final Thoughts
Don't Be Afraid to Fail	p. 181
Swing for the Fences	p. 187
Table of Contents provided by Ingram. All Rights Reserved.