Crowning the Customer 
asked by sandi on November 26, 2006 7:46 AM
What can the owner of an Irish supermarket chain teach anyone about customer service? is the opening sentence in Feargals best-seller. Obviously he can teach them a lot. More than 25,000 copies sold! First to owners and managers then reordered for the staff. Feargal lists the basics for successful service including Listening, The Boomerang Principle and People Power. Read how focus groups are only one of eight listening channels, why you should abolish your head office, the power of the smile and much more.
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Many business books talk about how to get new customers
to come into our front door . . . there's nothing wrong with that,
of course . . yet Feargal Quinn in his excellent CROWNING THE
CUSTOMER says what's really important is his Boomerang
Principle: the name of the game is getting the customer back.
Quinn, founder of the Superquinn supermarket chain in Ireland,
developed this principle when as a youngster, he watched
his father operate a successful holiday camp . . . guests, at
the end of their week's stay, were encouraged to return the
next summer . . . when and if they did, it was easy to
determine that any particular week--or even summer--was
successful.
CROWNING THE CUSTOMER presents many similar ideas
that may sound equally simple, but amazingly, just aren't
put into practice as often as should be the case.
For example, in Chapter 7, Quinn talks about how to make
customer panels work . . . this one chapter alone is worth
whatever you might pay for the book . . . you'll learn why it
is imperative that you do the following:
1. In selecting your panel, touch all the bases but don't worry
too much about being fully representative.
2. Don't pay your panel members
3. Let your customers set the agenda.
4. Keep your side as small as possible.
5. Be aware of the flattery obstacle. (In other words, don't just
let your customers compliment you.)
6. Don't answer back.
7. Circulate a report on each customer panel widely within your
organization.
8. Take action on the comments, suggestions and criticisms.
What I really liked about CROWNING THE CUSTOMER were the
numerous examples on found on virtually any page . . . in
reading it, you'll come across useful tidbits that can be
applied to business and non-profit organizations . . . among
them, to name just a few:
* In our business, we have a rule which requires our top
management to do their own household shopping once a month.
This gives them first-hand experience of what shopping is like, seen
from the customer's perspective.
* After using names, the most important step towards seeing
your customers as people is to actually look at them.
* The next time you are tempted to say, "Which will we go for,
this market or that one?" try asking yourself: "Can we not
go for both?"
to come into our front door . . . there's nothing wrong with that,
of course . . yet Feargal Quinn in his excellent CROWNING THE
CUSTOMER says what's really important is his Boomerang
Principle: the name of the game is getting the customer back.
Quinn, founder of the Superquinn supermarket chain in Ireland,
developed this principle when as a youngster, he watched
his father operate a successful holiday camp . . . guests, at
the end of their week's stay, were encouraged to return the
next summer . . . when and if they did, it was easy to
determine that any particular week--or even summer--was
successful.
CROWNING THE CUSTOMER presents many similar ideas
that may sound equally simple, but amazingly, just aren't
put into practice as often as should be the case.
For example, in Chapter 7, Quinn talks about how to make
customer panels work . . . this one chapter alone is worth
whatever you might pay for the book . . . you'll learn why it
is imperative that you do the following:
1. In selecting your panel, touch all the bases but don't worry
too much about being fully representative.
2. Don't pay your panel members
3. Let your customers set the agenda.
4. Keep your side as small as possible.
5. Be aware of the flattery obstacle. (In other words, don't just
let your customers compliment you.)
6. Don't answer back.
7. Circulate a report on each customer panel widely within your
organization.
8. Take action on the comments, suggestions and criticisms.
What I really liked about CROWNING THE CUSTOMER were the
numerous examples on found on virtually any page . . . in
reading it, you'll come across useful tidbits that can be
applied to business and non-profit organizations . . . among
them, to name just a few:
* In our business, we have a rule which requires our top
management to do their own household shopping once a month.
This gives them first-hand experience of what shopping is like, seen
from the customer's perspective.
* After using names, the most important step towards seeing
your customers as people is to actually look at them.
* The next time you are tempted to say, "Which will we go for,
this market or that one?" try asking yourself: "Can we not
go for both?"
reviewed by tacos on November 27, 2006 9:55 AM
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This guy invented everything there is to know about REAl Customer satisfaction , and way ahead of Harvard or other gurus.
The principle he illustrate in this book are valid for tomorrow.
I bought multiple copies of the book , and I am giving it as a gift to everybody who claim to understand customer care.
The principle he illustrate in this book are valid for tomorrow.
I bought multiple copies of the book , and I am giving it as a gift to everybody who claim to understand customer care.
reviewed by geo on November 29, 2006 5:01 AM
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First of all, i would like to thank Mr. Quinn for his book and attention. the book is excellent i tought many thing from it. The language is very clear and has alot of advices that applicable to any businees again, tahnk you for the book with respect Sayed Omar The American Uinversity in Cairo
reviewed by soulful on November 29, 2006 7:12 AM