The one extra degree makes the difference. This simple analogy reflects the ultimate definition of excellence. Because it’s the one extra degree of effort, in business and life, that can separate the good from the great....MORE INFORMATION »
Someone once said, “Life is like a game of tennis. The player who serves well seldom loses.” The same can be said for any business on the planet. There are many books written about service, however, our goals in this one is to keep it simple. 212º Service presents 10 simple, but engaging rules of service that can be read by every member of your team in less than 30 minutes.
You may know the 212 concept for our original bestseller 212ºTthe Extra Degree written by Sam Parker and Mac Anderson. But this book is written specifically for businesses and is all about creating a service culture. In case you are not familiar with the 212º concept, here it is in a nutshell:
At 211º water is hot. At 212º, it boils. And with boiling water, comes steam. And steam can power a locomotive. The one extra degree makes the difference. This simple analogy reflects the ultimate definition of excellence. Because it’s the one extra degree of effort, in business and life, that can separate the good from the great.
This book is written with real life examples that will have your team coming up with ideas that apply specifically to your industry.
Hardcover Gift Book 107 pages 170 mm x 170 mm square
A must read for any business wanting to create a service culture. now with DVD.. ...MORE INFORMATION »
If your organization’s goal is to create a lasting service culture…you’re going to love this book! It is filled with unforgettable true stories about individuals and companies who have “wowed” their customers and turned them into raving fans! We guarantee that it will get the creative juices flowing; and hopefully, inspire you and your team to start your own collection of customer love stories.
Hardcover Book – 128 pages – 170 mm x 170 mm
DVD Run Time 2m 52s
The Secret of Great Relationships, may be the most important book you’ll ever read. The message is truly life-changing....MORE INFORMATION »
Brian Tracy said…”Eighty percent of life’s satisfaction comes from meaningful relationships.” Think about it…when you look back at the end of your life what will really matter? Five words…the quality of your relationships.
So here’s the question: If your relationships are the most important part of your life, what are you doing to make them all they can be?
The 100/0 Principle…The Secret of Great Relationships, may be the most important book you’ll ever read. The message is truly life-changing. Author Al Ritter is a management consultant who works with CEO’s, other leaders and teams, who are committed to achieving breakthrough results. Also, as a professional speaker, Al has delivered over 500 speeches, workshops and seminars.
Simply put, The 100/0 Principle is a book that can benefit anyone. It can make your marriage better and greatly improve your relationships with family members, friends, co-workers…even your boss.
Hardcover Book 96 pages 170 mm x 170 mm Authors: AI Ritter
About the Author
Al Ritter is a management consultant and professional speaker, in addition to being an author. He is founder and president of The Ritter Consulting Group, and has consulted for the past 20 years to thousands of people across many industries in both the U.S. and overseas. Al is a leadership coach who works with CEOs, other leaders and teams committed to achieving breakthrough results in their own and their organization’s performance.Before starting his own firm, Al worked for the consulting firm Accenture, where he was recognized as that firm’s resident expert in leadership, team development, culture and large scale change. Earlier, he had a noteworthy corporate career, including senior vice president for Citigroup, chief financial officer for Swift & Company, and marketing and operations positions with PepsiCo.
Al is also the author of the book Life is a Paradox, which demonstrates that the most important lessons in life, work and sports are often counter-intuitive—that is, they are not readily apparent and often conflict with our expectations.
As a professional speaker, Al speaks on leadership with businesses, associations and universities. He has delivered over 500 speeches, workshops and seminars.
Al holds an MBA from the Amos Tuck School of Dartmouth College, and played basketball and baseball for The University of Connecticut. He currently participates in triathlons.
He lives in Geneva, Illinois with his wife Barbara. They have two adult daughters.
It’s not enough to wow your customers, winning service providers awe their customers. In Nine ½ Principles, author Chip Bell provides an engaging instruction manual and inspirational guide to making service an exceptional experience for your customers....MORE INFORMATION »
In The 9 ½ Principles of Innovative Service, international bestselling author Chip Bell provides an engaging instruction manual and inspirational guide for making service an experience that causes your customers to swoon, smile, and sing your praises. Value-added has been the service solution for many service exemplars. But tough economic times call for a brand new approach—value-unique service. It is not about addition—adding more than customers expect; it is about a unique and unexpected creation. This refreshingly novel brand of service will leave you customers more than cheaply entertained—it leaves them awed and richly stirred. “This book has a lot of heart,” wrote world famous author Ken Blanchard. NY Times bestselling author Marshall Goldsmith called it, “A fun book that will turn on the imagination and turn up the passion for everyone who reads it.”
4 Color – Hardcover Gift Book – 112 pages 170 mm square
About The Author
A senior partner with the Chip Bell Group, Dr. Bell is the author numerous national and international bestselling books and has served as consultant, trainer, or speaker to some of the most renowned brands in the world including Ritz-Carlton Hotels, Harley-Davidson, USAA, Cadillac, Chubb, Verizon Wireless, Hertz, Pfizer, Microsoft, GE, IBM, Accenture, Lockheed-Martin and Universal Orlando. The 9½ Principles of Innovative Service can help you become the subject of glowing remarks from your customers via word of mouth and word of mouse (or touchpad!).
Chip Bell is the founder of The Chip Bell Group and manages their office near Atlanta. Prior to starting the firm in early ‘80s, he was Director of Management and Organization Development for NCNB, now Bank of America. Dr. Bell holds graduate degrees in organizational psychology and human resource development from Vanderbilt University and the George Washington University.
How can you keep ahead of your competition? The secret is in “wowing your customers.” It’s all about creating raving fans—customer advocates who go out of their way to spread the good word about the experiences they have consistently had with you. ...MORE INFORMATION »
“If you ever think customers are a pain in the butt, try to do business without them.”
In his newest book, The How of Wow!, award-winning author John J. Murphy challenges you to differentiate your organization from the pack with his 10 secrets behind world class service.
When was the last time you were “wowed” by the service you received?
Maybe you were “wowed” while buying groceries, resolving a problem with your bank, checking into a hotel or flying across the country. Or maybe you were not. It seems that the secrets behind world class service are often just that—secrets!
But in The How of Wow!, award-winning author John J. Murphy shares 10 secrets behind world class service. This is a book about creating raving fans—customer advocates who go out of their way to spread the good word about the experiences they have consistently had with you. John shows us to make “wowing” customers the rule, rather than the exception.
A customer service classic that will grab your heart and not let go!...MORE INFORMATION »
Get creative about customer service! An unforgettable true story about a very special young man who takes a chance and changes the culture of a grocery store. More than 5 million people have been touched by this story. Has it touched yours?
Johnny is young man living with Down Syndrome who changes the culture of a grocery store by being creative and giving the customers more than they expect. He puts his own personal signature on each and every interaction. Read about Johnny plus other great customer service stories from Ken Blanchard. Your customer service team will be bursting with new ways to make your company stand out from the crowd.
Best-selling authors Ken Blanchard and Barbara Glanz have written a book that any company can use to reshape their culture around serving the customer. Designed by Michael McMillan (The Race and Paper Airplane), this book will become a customer-service classic. This story will grab your heart and get your creative juices
flowing on ways to create “customer enthusiasm” in your organization.
DVD run time: 3m:37s
Hardcover Book 80 pages 170 mm x 170 mm