Concise, to the point, easy to read and memorable. My boss, Amber, suggested I read this as I've recently been promoted to a management position. I can't stop thinking about the question, "what is it that I really want?" in regards to my business. After answering this, finding out what our customers really want will help me to shape my direction and leadership!

A great little quick read, encouraging and hit me at the right time. I will most likely read again.

1. Decide what you want and create a vision of success focused on the customer
2. Discover what the customer wants and alter your vision to fit the customers where possible
3. Deliver consistent and flexible service. Go above 1% each step as you work towards your vision of perfect service. Don’t try to deliver too much at once, go little by little over time. Consistency is key.

That’s it that’s the book.

I no longer know whether I picked up this book and read it because I was irritated by the level of customer service I often get, or if my irritation is caused by learning from this book how ridiculously easy it is to provide good service. It's probably a cyclical thing. This I do know for sure: more than any book I've read in years I want to hand out copies of this one.... not in restaurants or grocery stores. Those folks tend to provide good service. I want to hand it out at the hospital, at the nursing home where my grandfather stayed for a time recently, at the social services agencies where other family members have been treated very badly. These are the places who take their customers for granted... who behave so abominably that one wonders how they can possibly feel any pride in their work.

Blanchard writes fun fables, but this one comes complete with a golf-loving Fairy Godmother named Charlie, who introduces our open-minded hero to a series of new colleagues who can explain the simple process of ensuring an exceptional customer experience. As with so much else in life, excellence starts with vision... a vision of the service you want to provide. It includes developing high-quality, actionable feedback from the people you serve, and committing to continuous improvement. Easy peasy!

Loved this book. Glad I bought it!

I had to read this book for work. It was extremely simplistic and didn’t really give much insight on how to execute the things suggested. Instead of talking about golf, I think they should live gone into detail on the main character’s business, how it work before and then how it worked after meeting the Fairy Godmother. I’m pretty sure this book was just something to put out so the author could keep getting revenue under his brand. Nothing revolutionary was truly here, but it did keep it simple. I guess simple is revolutionary with the way people overcomplicate things. I wouldn’t read this again.

Read it in one sitting. If you think you know something about creating a client experience, then this book is for you! If you'd like to know something about creating happy clients, then this book is also for you. :D