March 28, 2015

Principle 3 – “Surprise and Delight”

A surprise in a Cracker Jack box.

You will overhear this in the business over and over again, “Differentiate yourself from your competition.”

I am definitely a fan of treating myself for the hard work I do.  I admit my treat is chocolate, not coffee, but the concept is the same.

The special expensive coffee becomes a treat we deserve.

Going beyond what is expected.  P.85 talks about a manager helping someone that fell outside the Starbucks store.

The challenge is “Delighting Customers Even When Things Go Wrong”  but if you have prepared and convinced yourself that you can turn it around and make it a positive experience, you can do it.  Starbucks calls it “… opportunity to improve the experience.”

Principle 4 “Embrace Resistance”

They make a very valid point that you need to identify which complaints are coming from customers that care and are concerned and those coming from customers that just like complaining.  Again recognizing there is a difference is a huge benefit to continually improving your business.

“Successful Leaders do not hide from difficult challenges.”  All I have to say is Amen. Along with not hiding from challenges you have to make sure you have the skills to attack and solve the problem, or know someone that you can reach out to that can solve the issue.

Michelli takes the old saying “If you can’t beat them, join them.” And says, “Never Try to Beat Them: Always Join Them.”p. 123 I think this goes along with the “Customer is always right.”  That enough for the clichés.

Dealing with errors.  “When errors are made, it is important to take direct, unequivocal responsibility and follow up with corrective action.”

Principle 5 “Leave Your Mark”

This chapter emphasizes community involvement.  Many companies have  CSR report which is Corporate Social Responsibility.  What is yours?

A Final Word p.175

p.179 List several questions you can ask yourself about your company.

p.195 Reader’s Guide

Reader’s guide contains 20 helpful questions and thoughtful guidelines.

I hope you enjoyed the book.  I like the concrete examples that they give instead of just preaching.  This takes one company and examines all aspects of the company.  I hope you enjoyed it.