Even Monkeys Fall from Trees: The Balance of Art and Science for Outstanding Customer Service

Overview

Blend some "back stage" secrets of Disney with a dose of Eastern philosophy, then mix in a number of strategies than can be immediately applied in the workplace and you have the essence of Monkeys. This book is designed to be a practical tool to help you analyze the service and products you or your organization provide from the standpoint of being in balance. How well re you attending to both the "art" and "science" needs of your employees and customers? If not taking care of both, you are losing valuable ...
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Overview

Blend some "back stage" secrets of Disney with a dose of Eastern philosophy, then mix in a number of strategies than can be immediately applied in the workplace and you have the essence of Monkeys. This book is designed to be a practical tool to help you analyze the service and products you or your organization provide from the standpoint of being in balance. How well re you attending to both the "art" and "science" needs of your employees and customers? If not taking care of both, you are losing valuable customers and employees. Eleven exercises, that have been adopted be world-class organizations, are included to help you determine:
· Your individual and organizational strengths
· Where you need to make improvements
· Specific action steps to maximize your strengths and minimize your weaknesses.
The result is a blueprint to attain and maintain your service and leadership balance!

Even Monkeys Fall From Trees is an old Japanese proverb I particularly like. It means that regardless of how capable or skilled anyone is, sooner or later, we all lose our balance and make mistakes. We know monkeys don't fall from trees, but everyone has seen remarkably capable people and successful companies make mistakes - in other words, fall from their trees.
Consider when you, your team or company has "fallen from the tree". Were you willing to own up to your own responsibility for making the mistake or not? If so, pat yourself on the back for taking a key step in remedying in the problem. Unfortunately, some companies and individuals refuse to take responsibility for their failings, preferring to blame the customer or market for their decline in profits or market share. But that's like blaming the weak branch on the tree for a fall.
Monkeys takes the concept of learning from our successes and mistakes - the concept of keeping your balance on the tree -- and applies it to customer service. And, references to customers include not only your external customers, who buy your goods or services, but your internal customers as well, including your co-workers, managers, and subordinates. So, Monkeys addresses the topics leadership and teamwork, as well.
Whether you are an executive heading up a company or a front-line employee, reading the book and doing the exercises will help you assess your current approach, so you can identify areas of strength and areas for improvement.
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Product Details

  • ISBN-13: 9780970764805
  • Publisher: G. Douglas Lipp & Associates
  • Publication date: 1/28/2001
  • Pages: 179
  • Sales rank: 1,024,601
  • Product dimensions: 5.40 (w) x 8.30 (h) x 0.60 (d)

Meet the Author

Doug Lipp, MA, an internationally acclaimed expert on customer service, leadership and global competitiveness, motivates and challenges audiences around the world as a consultant and speaker. Doug has spent over 25 years working from the front lines to the boardrooms of corporations in the United States, Asia and Europe.
Formerly the head of training at Disney Studio's Walt Disney University, Doug also worked at Disneyland where he provided the well-known "Traditions" orientation program and other leadership courses. Pivotal in Doug's career with Disney was his experience in the mid-80's when the corporate culture changed from the arrogant: "we're the best, why change?" To the progressive: "don't rest on your laurels" powerhouse corporation that it remains today.
Fluent in Japanese, Doug was on the start-up team for Tokyo Disneyland, working in Japan for two years creating Disney's first international theme park. Both when he worked for NEC Electronics and currently in his private consulting practice, Doug addresses the topics of global and domestic customer service, leadership, and cultural diversity with his clients in the U.S. and abroad.
As a much sought after consultant, trainer and speaker, Doug now helps audiences around the world understand the Disney magic by taking them "behind the scenes" to discover the secret of this success. His humorous and down-to-earth style has attracted a wide variety of organizations and industries including: Motorola, GE Capital, Universal Studios, NEC Electronics, Pebble Beach Resorts, Bell Mobility Cellular, Northstar-At-Tahoe, Merrill Lynch, Boise Cascade, Macy's, IBM, ADAC Labs, Accenture (formerly Andersen Consulting), U.S. PostalService, Conseco Fund Group, Paramount, University of California, Veterans' Health Administration, Toshiba America and Wells Fargo Bank.

He is the author of Tokyo Disneyland: The Secret of Its Success; and co-author of: Danger & Opportunity: Resolving Conflict in U.S.-Based Japanese Subsidiaries.
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