8 Customer Service Truths That Apply to Authors

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I am always looking for good customer service books and case studies for work. I recently finished Bruce Loeffler and Brian Church's he Experience: The 5 Principles of Disney Service and Relationship Experience. It has some good take-aways for writers. We don't always think about customer service or relationships with our readers, but maybe we should. Here's what I learned...

  • Excellent companies all "possess a relentless resolve to create the best experience possible for their clients or customers." I say that excellent writers do the same.
  • The I CARE philosophy is: Impression, Connection, Attitude, Response, and Exceptional. It's key to how you interact with your customers.
  • "Average never inspired anyone."
  • We get into trouble when we leave things to chance, or we are unprepared.
  • Are you ready? Put some energy and enthusiasm in your voice.
  • Be intentional and deliberate.
  • The FACE philosophy is: Friendliness, Attitude, Connection, and Excellence.
  • Your name is the most important thing you own.
I thought that as I writer, I would just create brilliant books. I didn't realize how many presentations, interviews, workshops, and book signings were involved. I'm glad I have a business background and experience with public speaking through Toastmasters. How you present yourself and your work are important to readers.

What I Learned from Starbucks and Joseph Michelli

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My niece landed a job recently in a Starbucks, and it was interesting to hear about life as a new barista. Coincidentally, I finished Joseph A. Michelli's Leading the Starbucks Way: 5 Principles for Connecting with your Customers, Your Products, and Your People. Check out his website and blog.

1. Love, Humanity, and Humility should be your performance drivers.

2. If you don't have passion for your product or service, why should your customer?

3. Your customer service behaviors should include anticipating, connecting, personalizing, and owning.

4. You need to cherish and challenge your legacy. It's not just today's sale.

Michelli's book focuses on customer service and leadership, but the advice works for writers who are trying to market their work.