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    The Pinwheel
    The Pinwheel
    The Pinwheel
    Ebook107 pages1 hour

    The Pinwheel

    By Steve Church and Terry Cain

    ()

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    About this ebook

    Remember that colorful childhood toy that spins? Each vane of a pinwheel looks the same and catches the same wind, spinning the wheel around. If one vane is damaged, the pinwheel slows down or stops. Many think of the pinwheel as a childhood diversion, but when you envision it as a metaphor for delivering great customer service, it means much more. In this book, Steve Church and Terry Cain define great customer service and explain how it increases employee engagement, boosts repeat business, and drives greater profitability. Delivering it, however, can be daunting -- especially in a changing business environment where social media influences buyers. There are also pressures to reduce costs while providing employees with purpose and meaning. Those challenges, however, should not stop you from plotting a path toward customer service excellence. Help every employee understand the importance of great customer service and his or her role in delivering it with The Pinwheel.
    LanguageEnglish
    PublishereBookIt.com
    Release dateNov 7, 2019
    ISBN9781733908771
    The Pinwheel

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      Book preview

      The Pinwheel - Steve Church

      FAVOR

      Copyright © 2016 Steve Church and Terry Cain.

      All rights reserved. No part of this book may be used or reproduced by any means, graphic, electronic, or mechanical, including photocopying, recording, taping or by any information storage retrieval system without the written permission of the author except in the case of brief quotations embodied in critical articles and reviews.

      Because of the dynamic nature of the Internet, any web addresses or links contained in this book may have changed since publication and may no longer be valid. The views expressed in this work are solely those of the author and do not necessarily reflect the views of the publisher, and the publisher hereby disclaims any responsibility for them.

      Any people depicted in stock imagery provided by Thinkstock are models, and such images are being used for illustrative purposes only.

      Certain stock imagery © Thinkstock.

      ISBN: 978-1-7339087-7-1

      Published by Perfect Bound Marketing + Press

      Steve is

      dedicating our book to my wonderful adult children, Kimberly, Jessica, and Daniel. They have taught me the true meaning of patience, perseverance, and unconditional love. Through them I’ve learned that as a parent we don’t have to be perfect, we just have to love.

      Terry is dedicating our book to my sweet Becky, my constant source of inspiration, and to Jon and Katie, the new Cains to challenge the world!

      CONTENTS

      Foreword

      Introduction

      Chapter 1     The Jerry McGuire Effect—Show Me the Money: Virtuous or Factual?

      Chapter 2     Inspiring the Dream:

      Vision

      Chapter 3     Do All Employees Live the Core Values?

      Integrity/Values

      Chapter 4     To Serve or Not to Serve:

      Attitude

      Chapter 5     Think in the Customer’s Shoes: A Ritz-Carlton Story

      Chapter 6     Eat or Be Eaten:

      Culture Adaptability

      Chapter 7     I Did Not Steal Your Cow Today: Knowledge and Skills

      Chapter 8     Are Your Systems and Processes Customer Centric?

      Systems/Processes

      Chapter 9     Do as I Say, Not as I Do:

      Accountability

      Chapter 10   Without the Secret Ingredient, This Tastes Terrible:

      Passion

      Chapter 11   To Lead or Not to Lead: A Message to Senior Leaders

      Chapter 12   Speaking of Adapting and Changing, Are You Ready for Millennials? You Better Get to Know Them

      Summary

      Key Points

      Closing

      About The Authors

      Endnotes

      Acknowledgments

      FOREWORD

      FOREWORD

      Right now, my personal favorite company is Amazon—a company with a culture of service excellence and deep commitment to customer centricity. I, like many people today, rely on Amazon for just about everything I might need to purchase or shop for—if not for the actual purchase, certainly for shopping, browsing, and comparing items before I purchase. I am never disappointed. The service I get from Amazon is remarkable in terms of convenience, information, speed, reliability, and customization. A quick story. I was on the phone with my mother (over ninety years old) one evening, and she was looking for a specific book for her book club. She had gone to the library but found herself number 300 on the waiting list for the book. So while we were talking, I looked up the book on Amazon and told her I could buy it for her for nine dollars.

      Great price, she said, but then you would need to package it and mail it to me.

      Not at all, I said. I can just have it sent to you directly, and you’ll have it in two days.

      She was amazed! So for nine dollars and some odd cents, I bought the book and had it sent to her. Of course, it arrived on time at her doorstep.

      Service excellence, as demonstrated in this story, is appreciated and valued by customers and easy to recognize. Its absence is even easier to observe, and, unfortunately, its absence is often more memorable. Adding to this story, I can attest that Amazon clearly has a strong culture of service excellence in the way that Terry Cain and Steve Church describe it in this book. They are deeply committed to customers (even a customer obsession), innovation, and (very important) long-term results because sometimes being innovative and doing the right thing for customers is not immediately profitable.

      Successfully sustaining a culture that can deliver excellent and consistent service day after day is challenging for most organizations. This is particularly true for organizations that haven’t grown up with a culture of service and customer focus—such as the Amazons, Disneys, Southwest Airlines, and Starbucks of the world. Often, these companies want to move quickly toward this type of culture because they are convinced of the benefits of doing so. The benefits to companies of having a service culture are proven—increased employee engagement and loyalty, increased customer satisfaction and repeat business, greater share of wallet for the firm, and ultimately greater profitability. Yet getting from here to there presents a daunting task for many organizations. This is especially true in the modern-day business environment where so much is changing all the time, customers are more involved, social media is a constant player in the mix, there are strong pressures to reduce costs, and employees want purpose and meaning in their jobs. The Pinwheel and its elements are a great way to get started on the journey toward a service culture, and it is a great framework to return to as the environment and people change.

      I have known Terry Cain and Steve Church for a very long time through their association with Arizona State University and their involvement with our Center for Services Leadership. They are students of service and leaders and creators in the service world. They have regularly spoken to executives in our programs, and they have presented their ideas in my MBA class on service marketing and management year after year, receiving rave reviews from these diverse audiences. Why? Because they speak from the heart, they love teaching through stories, they have strong and concrete examples, and they are proven leaders with a passion for what they do. They also speak the language of business and the language of execution because they have done it themselves and can speak with authority about what really works, how it works, and why it is important.

      Through the Pinwheel framework, Steve Church and Terry Cain share their personal stories and their life experiences working at Avnet in

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