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The Welcomer Edge
The Welcomer Edge is a primer for identifying (and hiring) men and women who want to give service, and is a tool for instituting and encouraging the nobility of service in your organization.
- GenresBusinessNonfiction
248 pages, Kindle Edition
First published February 1, 2012
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Displaying 1 - 3 of 3 reviews
January 19, 2018
Full disclosure, my father-in-law wrote this book! But I swear I constantly refer to customer service agents as one of the 4 categories enumerated in the book, it really makes you think about your personal interactions.
June 15, 2012
I was pretty disappointing in the book based on the referrals I had received for it. The book doesn't break any new ground, but renames an extrovert a "welcomer" and leaves little hope for everyone else to succeed in customer service.
I found the research lacking, seemingly based solely on anecdotal notes from previous shopping trips to local stores. There was no evidence that the author considered the business rules in play. A standardized training to create a consistent consumer experience across multiple channels and retail locations does not kill customer service, but rather helps build the brand through clear expectations, accountability and consistency. And holding one bad experience with a sales rep up as a representation of a company culture is not necessarily fair to the company. I understand that many consumers will follow that logic, but as a business, the book does not provide answers or strategies to overcome that.
Too much of this was biased to the shopper and not helpful for a business. When compared to the standard of research for business books, like a Jim Collins text, there was nothing here. No retail financial records, training curriculum, no stock valuations, nothing. The primary goal of the firm is to maximize the wealth of the owner, not the customer. Certainly that can be achieved through tapping into the lifetime value of the consumer, but this book did not provide any new and valuable insight to accomplish that.
I found the research lacking, seemingly based solely on anecdotal notes from previous shopping trips to local stores. There was no evidence that the author considered the business rules in play. A standardized training to create a consistent consumer experience across multiple channels and retail locations does not kill customer service, but rather helps build the brand through clear expectations, accountability and consistency. And holding one bad experience with a sales rep up as a representation of a company culture is not necessarily fair to the company. I understand that many consumers will follow that logic, but as a business, the book does not provide answers or strategies to overcome that.
Too much of this was biased to the shopper and not helpful for a business. When compared to the standard of research for business books, like a Jim Collins text, there was nothing here. No retail financial records, training curriculum, no stock valuations, nothing. The primary goal of the firm is to maximize the wealth of the owner, not the customer. Certainly that can be achieved through tapping into the lifetime value of the consumer, but this book did not provide any new and valuable insight to accomplish that.
June 12, 2012
Perfect customer service book. Must read for employees and owners alike.
Displaying 1 - 3 of 3 reviews