Pattern for Excellence. Brigham Dickinson. Читать онлайн. Newlib. NEWLIB.NET

Автор: Brigham Dickinson
Издательство: Ingram
Серия:
Жанр произведения: Управление, подбор персонала
Год издания: 0
isbn: 9781613398913
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      Copyright © 2016 by Brigham Dickinson.

      All rights reserved. Except as permitted under the U.S. Copyright Act of 1976, no part of this publication may be reproduced, distributed, or transmitted in any form or by any means, or stored in a database, or retrieval system, without the prior written permission of the publisher.

      Published in the United States by Made for Success Publishing, an imprint of Made for Success, Inc. Seattle, Washington

      P.O. Box 1775

      Issaquah, WA 98027

      www.madeforsuccesspublishing.com

      First Edition: October 2016

      Library of Congress Cataloging-in-Publication Data Dickinson, Brigham Pattern for Excellence: Engage Your Team to WOW More Customers / Brigham Dickinson.

      ISBN: 9781613398845

      EBOOK ISBN: 9781613398913

      LCCN: 2016914788

      Printed in the United States of American

       DEDICATION

      I dedicate this book to my family. May its contents inspire you to live intentionally in the service of your God, your family, friends and fellow men. I am forever grateful for your love, continued support and belief in me. I love you with all my heart.

      CONTENTS

       Foreword

       Preface

       Introduction

       SECTION 1: Pattern, Principles and Practice

       Chapter 1. The Pattern

       Chapter 5. Principle 2: Be Confident

       Chapter 6. Principle 3: Listen

       Chapter 7. Principle 4: Care

       Chapter 8. Principle 5: Say “Yes”

       Chapter 9. Principle 6: Ask

       Chapter 10. Principle 7: Be Valuable

       Chapter 11. Principle 8: Be Grateful

       SECTION 3: WOW Performance

       Chapter 12. Delivering WOW Service

       Chapter 13. Creating a WOW Culture

       Chapter 14. Sustaining WOW Performance

       Endnotes

       About the Author and Company

       FOREWORD

      BY MARK MATTESON

      I met Brigham a few years ago at Comfortech. What impressed me about him was his energy, positive attitude and smile. This was a young man in a hurry, with a bright future. I told him as much. Over the next few years, I had the good fortune to spend time with him at various events where we were both speaking. My perception and opinion of him only improved with time. It was clear to me he was a serious student. He has stayed in touch and it has been a joy to watch him blossom as a businessman. He has integrity. He practices what he preaches. And guess, what? He is a nice guy.

      Nice guys finish first!

      His book is fantastic! I read it in two sittings. As a writer of “Bathroom Books” (they are books you can read in four sittings if you don’t mind your legs going numb; you know, your “Porcelain Library!”) I am enamored of books that come in right around 100 pages. What makes Brigham’s book special is it’s rich and substantive, filled with great stories, illustrations, insights and process. If you would like to improve the service your company provides, buy copies for all your employees. Make it your “Book of the Month.”

      The purpose of business is to GET and KEEP customers. This book will help you KEEP more of the business you have.

      I’m a little jealous that his first book is so good. Nine people read my first one, no wait, ten, my mother. This book is going to change the way people and companies deliver WOW service.

      I have a hunch this is the first of many “Best Selling Books” Brigham will write. Hats off to you my friend. The best is yet to come!

      Mark Matteson - International Speaker and author of the International Best Seller Freedom from Fear.

       [email protected] www.sparkingsuccess.net

       PREFACE

      What Keeps Us from WOW?

       We forget Why and die from ‘Mad How’ disease

      Modern technology enables us to spread information quickly and more efficiently than ever, but it offers limited face-to-face interpersonal interaction and can rob us of the social skills necessary to interpret our employees’ and customers’ attitudes or emotional needs. An inability to build these key relationships keeps us from providing great service to others and build long-term relationships.

       How I Came to This Conviction

      When my son was 18 months