The Fred Factor: How passion in your work and life can turn the ordinary into the extraordinary |...

The Fred Factor: How passion in your work and life can turn the ordinary into the extraordinary | Mark Sanborn | How to be a Fred and truly serve your customers

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The Fred Factor: H...

	The Fred Factor: How passion in your work and life can turn the ordinary into the extraordinary Mark Sanborn Broadway Books, 2004 - 128 pages average customer review:based on 76 reviews view larger image
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highly recommended

School district leadership tool

The superintendent of our school district believes so highly in this book he recently ordered 100 copies and distributed them to each of our school buildings and administrative departments. Inside of each book he included a bookplate that read, in part, that he hopes that as each person finishes reading the book that he or she would pass it on to someone else. Many of our principals have called or written their appreciation of such a motivating book.

How to be a Fred and truly serve your customers

Short and catchy, this book is an easy read about ordinary people who have ordinary jobs but do it with passion and a true concern for their customers. Fred, the postman, may have a routine job as many see it, but he treats the people on his route as personal friends, looks out for them and greets them personally.

I've used a few questions from this book successfully when interviewing candidates and gauging their response for their sense of customer service. Among them are:

1) Who are your heros and why?
2) Why would anyone do more than necessary?
3) Tell me three things that you think will delight most customers/clients/consumers?
4) What was the coolest thing that ever happened to you as a customer?
5) What is service?

From these answers I can tell if someone has a customer focus, a self-sacrificial ability to go that extra mile, or if they are basically self-centered. What I want, in addition to technical skills, is the ability of a person to delight customers and do it from the heart, not just as a cursory "have a nice day." But to really mean it and look for ways to help.

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Fred Factor

Buying new from Amazon is almost always the best way to go. As a school secretary having them delivered to our door is always a plus. You are quick and accurate. As a college student I like to buy used and you take your chances doing this. BUT if you review who you are buying from FIRST you should have no problems. I have greatly appreciated the deals that I have gotten thru Amazon.

The short and sweet of customer service

This is a quick read and it hits right at the key elements of providing exceptional customer service. Grab a copy and read it on your next plane ride. You'll hit the ground running with a few simple changes in your perspective that will help you to have move 'Fred-like' moments. As a training support tool, you'll find additional resources to use at www.fredfactor.com.

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Let's be more like Fred

The Fred Factor
The Fred Factor is a rather small book that gives the details on how someone can, by its own motivation, get the extraordinary out of something rather common. The book gives an explanation of how the behaviour of someone can change when and if they commit to it. Some of the topics in the book are rather obious, but re-reading them every once and a while makes one reflect again on how we sometimes can go the extra mile and make a huge different.

We all have values. This book is about making sure that we don't forget about these values when we are doing our job. Let's all care and have a little Fred in us..

This book is worth the reading.

Koen
(review first posted on my blog on http://koen.blanquart.be/blog/item/99/ )

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