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J.M. “Chem” Enage has dedicated his career to achieving success in sales, marketing, customer service, in¬formation technology, and project management. J.M.’s guiding principle has always been to go the extra mile and beyond, and internal/external customers and service have been a major focus of his learning and practice.
His Christian upbringing and Jesuit education in¬spire him to write about serving and giving back to the community (www.BeyondTheExtraMile.com).
J.M. was born in Manila, Philippines also known as the Call Centre Capital of the World and now lives in Vancouver, British Columbia with his four great kids, in a city declared by the United Nations as one of the top three most liveable cities in the world, but ironically the most ridiculously expensive city in which to own a home.
Part of the proceeds for the sale of this book will go to his favorite charity organization, Schools Without Borders (www.schoolswithoutborders.com).
on Nov. 22, 2012 :
I have a ten year background in sales, and after reading it, I thought this was a very solid and useful book on increasing customer retention. The book is by no means long. I managed to get through it in one sitting. But the information it presents takes much longer to digest. In a series of well-linked chapters, the authors goes from the personal transformation in thinking that is sometimes needed, to institution changes, and then implementation and evaluation of the changes. Because of the books brevity, each chapter could have been expanded on further, but all the nuts and bolts information is present to make this a useful addition to your business library.
(reviewed the day of purchase)
on Nov. 18, 2012 :
"Extraordinary customer service is when the customer declares “Wow—that was great!” It’s the difference between a transactional experience and a transformational
experience." This, in a nutshell, is what the book's about. These days, when you can buy what you need from thousands of suppliers, often just the click of a button away, the difference between them isn't price - it's service. People will tell each other when they've had a lousy experience with a company, and it doesn't take much to make small complaints go viral on Twitter or Facebook. It's harder to get them to say good stuff about you, but it can be done. Good service isn't enough - it has to be extraordinary.
J.M. Enage tackles a topic that's very dear to me. For my entire working life, I've stressed how important it is to do your best for your customers. That's what gets them coming back and bringing new customers to them. It's not just about politeness - it's about integrity and honest service. Two of his observations in particular resonated with me and the way I like to work:
1. Not bouncing from a mistake. When you mess up (and, let's face it, we all do), face up to it, and then deal with the problem honestly and rapidly. It may hurt, but it hurts a lot less than trying to make excuses (even if they're true) or fob your customers off with second-rate service.
2. Not recommending unnecessary work. It may mean a short-term loss of profits, but it builds long-term relationship and reputation.
Packed with examples and well laid out lists, Enage's book is one that should be read by business owners, entrepreneurs, investors, and anyone who works directly with customers. If you can "go the extra mile" to transform your customers' experience with you from good to great, you'll transform your business.
(reviewed the day of purchase)