One Size Fits One : Building Relationships One Customer and One Employee at a Time

by Heil, Gary; Parker, Tom; Stephens, Deborah C.

• ISBN13: 9780471331674
• ISBN10: 0471331678
• Edition: 2nd
• Format: Hardcover
• Copyright: 1999-04-26
• Publisher: Wiley

Summary

"If you are in the service business you have to read this book! Gary is one of the few people in this field who truly understands that the environment you create for your employees largely dictates the quality of service your customers will receive."-Kim Jeffery, President and CEO, Perrier Group of America Inc.

Author Biography

GARY HEIL is an educator, business consultant, and expert on leadership, service quality, and change management. Founder of The Center for Innovative Leadership, Heil is a highly regarded speaker and frequent commentator on radio and television and has served on the Board of Examiners for the Malcolm Baldrige Quality Award. He is also the coauthor of Maslow on Management and Leadership and the Customer Revolution.<br> <br> TOM PARKER is an organizational consultant, educator, and author. Parker has taught at Stanford and the University of California. In addition to developing communication tools and strategies for corporations, he was nominated for the National Book Award and the Pulitzer Prize. Parker is the coauthor of many books, including the bestselling Leadership and the Customer Revolution with Gary Heil.<br> <br> H COLLINS STEPHENS is cofounder of The Center for Innovative Leadership and a management consultant in the areas of customer service, leadership, and organizational development. She is coauthor of Maslow on Management and cofounder of "Leadership Lessons from a Fast Lane," a monthly Internet broadcast which highlights leaders from organizations and institutions worldwide.

Table of Contents

Acknowledgments	vii	(2)
Foreword	ix
Jan Carlzon
Welcome to a World Where One Size Fits One	1	(28)
Part One Building Loyal Relationships One Customer at a Time	29	(168)
What Customers Want: Ten Rules for Building Loyal Relationships	52	(1)
1 Take Us Personally, Make It Personal	53	(23)
2 The Average Customer Does Not Exist--Get to Know Us	76	(22)
3 The Details Are Important to Us ... They Should Be to You	98	(4)
4 Make Everyone a Relationship Builder	102	(21)
5 Make Our Experience Special: Give Us Something to Talk About	123	(17)
6 Our Time Is as Important as Your Time	140	(9)
7 If Something Goes Wrong, Fix It Quickly	149	(17)
8 Guarantee Our Satisfaction	166	(14)
9 Don't Take Us for Granted	180	(8)
10 We Care Whether You're a Responsible Corporate Citizen	188	(9)
Part Two Building Relationships One Employee at a Time	197	(116)
Getting on with the Job	208	(31)
Ten Rules for Building an Intrinsically Motivating Environment	239	(1)
1 Reshape the System to Encourage Everyone's Best Efforts	240	(15)
2 Create a Cause Worthy of Commitment	255	(7)
3 Build Core Values That Guide Performance	262	(5)
4 Commit to the Truth and the Sharing of a Sense of Reality	267	(3)
5 Ensure That Every Person Has a Meaningful Role	270	(6)
6 Increase Accountability, but Not More of the Same	276	(8)
7 Build Cooperation Instead of Internal Competition	284	(9)
8 Abolish the Corporate Caste System	293	(5)
9 Develop an Optimistic, Caring, and Supportive Environment	298	(8)
10 Build Trust One Employee at a Time	306	(7)
Epilogue	313	(2)
Index	315	(7)
The Center For Innovative Leadership	322