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Culture Shock
/in Ideas to help you build a solid team/by Tom DoescherTom Doescher
In this book, the authors also spend a fair amount of time making the case — and providing great tools and examples — for having employees work in their “strengths.” This always reminds me of Frank Moran, who did this back in the 1950s and ’60s. At the time, even in our small firm, he would try to create a meaningful, productive position that amplified a professional’s strengths.
This is a quick, easy read that I’d suggest to most business owners.
Revision to October 9, 2023 Blog Post
/in Extraordinary Customer/Client Service/by Tom DoescherTom Doescher
Here is the revised post:
10. Learn how the best really do it, and make their systems your own. Then improve them. (Editorial comment: I learned that from my partner, Yusuke Kuramochi, Plante Moran’s Japanese Business Service Leader and Akio Toyoda, Chairman of Toyota. Both of whom I admire greatly.)
Customers For Life
/in Extraordinary Customer/Client Service/by Tom DoescherTom Doescher
“Customers for Life: How to Turn That One-Time Buyer Into a Lifetime Customer” is the name of a 1990 book written by Dallas Cadillac dealer Carl Sewell and Paul B. Brown. It’s an easy, quick read filled with practical examples of what good customer service looks like. If you decide to read it, you’ll be reminded of how much has changed in three decades. In this blog, I’ll list Sewell’s Ten Commandments of Customer Service — and, of course, offer some editorial comments.
This list may seem trite, but Sewell is successfully selling to some of the wealthiest people in America.