Monday, June 4, 2007

Simple Truths of Customer Service

This is wonderful piece from The Simple Truths Newsletter by Mac Anderson.

Get out a hanky!

Dear Gerri,

“Customer service is not a department . . . it is an attitude.” How true it is! A few months ago we published a gift book by best selling authors, Ken Blanchard and Barbara Glanz titled: The Simple Truths of Service; Inspired by Johnny the Bagger.
The book leads with an unforgettable true story about a young man with Downs Syndrome who changes the culture of a grocery store by giving the customers a little more than they expect. Here’s a warning: Once you read it, you’ll never forget it!
In the back of the book Ken and Barbara write ten short chapters about the Simple Truths of Great Service. I’d like to share with you the last one that was written by Barbara. I loved it and think you will too! Don’t forget to share with friends and co-workers.
To Life,

Mac Anderson
Founder, Simple Truths


The Simple Truths of Service

Great Service Comes from the Heart
By Barbara Glanz

Great customer service has to come from the inside out. You cannot mandate it. You can’t threaten, reward, or coerce people to care. You can only awaken the desire and then give them the permission and encouragement to make it come alive in their work.
Simply said, if people don’t have in their hearts the desire to serve and make a difference for others, they will not give great service. Mary Kay Ash, the founder of Mary Kay Cosmetics, often said that the secret of her success was hiring nice people and then allowing them to be as nice as they could be.
Johnny’s idea wasn’t nearly as innovative as it was loving. During my speech, I challenged him to go home and think of something he could do to make his customers feel special. He thought about that idea and framed it in a way he could understand. He didn’t bother reading management books or looking for the trend of the month; he searched inside himself for a solution. What he found – his thought of the day – was real. And it came from his heart and that’s the part you can’t pretend.
At the core of great customer service lies the heart of each employee. When I work with an organization, I often walk around and ask people, “What is your work?” What they almost always tell me is a job description or a job title. Yet we are all so much more than that. We can bring our hearts to work with us! When you think about the question – “What is your work?” – think about this:
How is what you do every day making someone’s life better?
That is your very important work!
Johnny brought his heart to his job. He focused on what he could do in his daily work to make his customers feel special and their lives a little better.
No matter what our job or position may be, we each possess a unique understanding of this world and have our own ideas and gifts to share. Our truest gift, like the one Johnny shared, can be found in our hearts if we look deeply enough and listen closely. When the heart is in the right place, the ego gets out of the way. That’s when great service comes shining through.
P.S. If you have an interest in finding out more about Johnny, you can click on the image below; or, if you haven’t seen our three minute movie on The Simple Truths of Service, you can click here.

Free DVD Movie - The Simple Truths of Service

Buy 2 or More of The Same Book and Save!

Only $19.95

The Simple Truths of Service
Hardcover, 64 pages, 6.75" square
By Ken Blanchard & Barbara Glanz
DVD Movie Included

An unforgettable true story about a young man with Down's Syndrome who changes the culture of a grocery store by being creative and giving the customers more than they expect.

Best-selling authors Ken Blanchard and Barbara Glanz have written a book that any company can use to reshape their culture around serving the customer.

Designed by Michael McMillan (The Race and Paper Airplane), this book will become a customer-service classic. This story will grab
your heart and get your creative juices flowing on
ways to create "customer enthusiasm" in your

For more information click here

The article above was excerpted from the book "The Simple Truths of Service" by Ken Blanchard and Barbara Glanz. It is reprinted here with permission. You may share this

story as long as you do not edit the content; leave the links and this resource box intact.

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Mac Anderson is the founder of Simple Truths, a company dedicated to publishing great gift books that reinforce

core values. Mac also founded Successories, Inc. the leader in designing and marketing products for motivation

and recognition.

Mac regularly speaks to corporate audiences on a variety of topics, including leadership, motivation, and team building. Mac has written three books and co-authored 5 more all available at

Simple Truths, LLC., 1952 McDowell Road, Ste. 205, Naperville, IL 60563, USA

Email: Click here Phone: 800-900-3427 / 630-946-1460

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