How You Do... What You Do: Create Service Excellence That Wins Clients For Life


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Last Name Required. Business Email Required. But by establishing service excellence as your top strategic and cultural priority, you will foster the strong relationships needed to win — and retain — loyal clients.

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In How You Do… What You Do: Create Service Excellence That Wins Clients For Life Bob Livingston calls for a Service Revolution and arms business leaders, client service executives, and sales managers with specific strategies for creating the most service-centered and client-focused sales organization in any field of business. His five steps to Service Excellence can be followed by an individual, team, or organization:.

Key Takeaway

Purpose defines you. It is why you do what you do, and drives how you do what you do.

Purposeful people and organizations establish expectations internally and externally so that their constituents clearly understand the look and feel of the desired end result. Purpose and Values go hand-in-hand.

Your Purpose defines who you want to be; your values will guide you toward becoming that which you desire. Attitudes, Behaviors, and Motives all impact Values. It is important to discern hard needs from soft needs.


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A hard need is satisfied by what you do, be it a product or service offering. A soft need is satisfied by how you do what you do — that is, the intangible and emotional connection to what you do.

Customer Service Vs. Customer Experience

A solid grasp of this and the acknowledgement of their basic differences will be the catalyst for transformation. Where Purpose and Values intersect with Needs. This step brings to life the concept of how you do what you do — putting people first; creating memorable experiences for your clients; bringing them fresh and innovative concepts; customizing behaviors to situations; and the vital role listening and communicating play in satisfying client needs. Written action plans that guide your behaviors and define the framework for how to operate successfully in your service relationships.

Create one for everyone you serve — clients, customers, and colleagues. Action plans must be continuously updated and monitored based on your knowledge of changing client and marketplace needs, and their impact on service requirements.

How You Do... What You Do: Create Service Excellence That Wins Clients For Life How You Do... What You Do: Create Service Excellence That Wins Clients For Life
How You Do... What You Do: Create Service Excellence That Wins Clients For Life How You Do... What You Do: Create Service Excellence That Wins Clients For Life
How You Do... What You Do: Create Service Excellence That Wins Clients For Life How You Do... What You Do: Create Service Excellence That Wins Clients For Life
How You Do... What You Do: Create Service Excellence That Wins Clients For Life How You Do... What You Do: Create Service Excellence That Wins Clients For Life
How You Do... What You Do: Create Service Excellence That Wins Clients For Life How You Do... What You Do: Create Service Excellence That Wins Clients For Life
How You Do... What You Do: Create Service Excellence That Wins Clients For Life How You Do... What You Do: Create Service Excellence That Wins Clients For Life
How You Do... What You Do: Create Service Excellence That Wins Clients For Life How You Do... What You Do: Create Service Excellence That Wins Clients For Life

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