I met Donna Cutting through facebook. She offered to help me when I was trying to track down a way to reach Ellen Degeneres. We have exchanged some messages in facebook and I am always impressed with Donna's friendliness and willingness to help others. She was kind enough to send me a copy of her latest book " The Celebrity Experience."
I want to share my review of this fabulous book. If you own a business or have a job this book has a wealth of information to help you deliver better customer service. Donna delivers solid advise to help boost your customer service skills. Delivering the celebrity experience to your staff and your customers can improve your bottom line and turn customers into loyal repeat customer and evangelists.
I love the stories that Donna shares in this book. They really bring the points home and show that any business can implement these strategies. Some of the stories are from businesses working with Hollywood celebrities and others are from ordinary businesses. I particularly like the story of the Hub Plumbing & Mechanical from Boston, MA. They go out of their way to provide red carpet service (they even use a real red carpet to lay their tools on). The staff wear crisp red shirts and drive red trucks. Customers get the red carpet service from the moment they call and get to talk to a live person. They are sent an email with information about their plumber including a picture! The plumbers call ahead to let the customer know what time they will be there. They follow up with a thank you note from the plumber and a survey.
I have always known that excellent customer service is a key to success in business. Many customer service books are repetitive and stale. I am delighted to say that The Celebrity Experience really delivered a fresh perspective with inspiring stories. The action steps throughout the book tie up the pertinent information in a nice neat little bow. I feel like I have learned something and I am excited to make some changes in our business and incorporate more of the celebrity experience.