The Fred Factor - A Must Read
For any company truly committed to creating a differentiated customer service experience – The Fred Factor should be a must read for all employees. Click here to read it.
In this book, Mark Sanborn tells the true story of a mail carrier, Fred, who transforms the service that he provides to his customers through his own commitment to making a difference in the lives of those he serves.
This book is inspirational. Why? Because Fred doesn’t have a corporate hand book or a set of service standards he has to follow – he is a real person, who believes that it is critical to make the most of each day.
“I want to go home at the end of the day feeling like I’ve taken care of my folks. I don’t think of them as postal customers, but as friends who appreciate me for helping make their lives a little easier.”
Companies need to demonstrate to their employees that everyone can impact the experience that is provided to customers – this book is the perfect starting point to demonstrating why it is important to do “more than just enough to get by.”
Let us know, what you think.