Pattern for Excellence: Engage Your Team to WOW More Customers

by Brigham Dickinson

Overview

When was the last time you received WOW worthy customer service from a business? Have you ever been curious how some companies consistently deliver this WOW factor?

Pattern for Excellence is designed to help business owners create WOW Experiences on a daily basis...not one customer at a time, but by building relationships and uniting employees behind a greater cause. This amazing phenomenon begins with your workplace culture and gets transferred to your customers.

But, how do you create a culture that over delivers and delights customers? In reading this book, you will be inspired to create a noble purpose in your organization and establish a pattern of excellence. When your company successfully masters these principles, amazing results start to materialize with your customers...on a routine basis.

Establishing a workplace culture which consistently delivers WOW customer service is far easier than you would believe. By following the steps in this book, your organization will be on its way to creating raving fans in your industry.

Product Details

ISBN-13:	9781613398845
Publisher:	Made For Success Publishing
Publication date:	07/01/2017
Pages:	190
Product dimensions:	5.90(w) x 9.10(h) x 0.80(d)

About the Author

Brigham Dickinson is president of Power Selling Pros. His firm is dedicated to teaching companies how to create “WOW Culture” inside their organization. With their proven call-handling certification program and high customer satisfaction, Brigham’s company works with hundreds of home service companies in the United States, Canada & Australia.

Table of Contents

Foreword 9

Preface 11

Introduction 19

Section 1 Pattern, Principles and Practice

Chapter 1 The Pattern 25

Chapter 2 Principles 32

Chapter 3 Practices 39

Section 2 Eight Master Principles

Chapter 4 Principle 1: Be Positive 47

Chapter 5 Principle 2: Be Confident 68

Chapter 6 Principle 3: Listen 82

Chapter 7 Principle 4: Care 92

Chapter 8 Principle 5: Say "Yes" 106

Chapter 9 Principle 6: Ask 113

Chapter 10 Principle 7: Be Valuable 125

Chapter 11 Principle 8: Be Grateful 135

Section 3 WOW Performance

Chapter 12 Delivering WOW Service 145

Chapter 13 Creating a WOW Culture 162

Chapter 14 Sustaining WOW Performance 169

Endnotes 185

About the Author and Company 187

Editorial Reviews

Brigham Dickinson poignantly presents the secrets of long-term success with your customers and colleagues. Laced with concrete, inspirational examples, Pattern for Excellence’s eight principles deliver a solid blueprint that will help you create memorable experiences and valuable results for all you serve.” – Chip R. Bell, best-selling author of Sprinkles: Creating Awesome Experiences Through Innovative Service

“In his new book, Pattern for Excellence, Brigham Dickinson shares much more than how to be the best CSR. The WOW approach to higher profits, for many, will read like a “How To” road map in finding consistency in promoting a stronger business and living a better life. This book is well worth the read–and I suggest you do so taking notes!” – Barry Eisen, Leadership Consultant

“The customer service industry needs Brigham’s Pattern for Excellence. This holistic, principle-based framework for creating positive change enables you to create a WOW experience for each of your customers. Try it—it really works! – Johnny Covey, author of 5 Habits to Lead from Your Heart

“Having known Brigham for a decade, I can say: he lives each Master Principle in his book, and that is why he is an excellent businessman, and more importantly a great man at life—a loving husband and one of the most endearing fathers in existence.” – Jason Hewlett, speaker, entertainer and author of Signature Moves: How to Stand Out in a Sit-Down World

“In Pattern for Excellence, Brigham Dickinson creates a process that works, and more importantly delivers it to folks who can then apply the steps daily to become leaders in their market. He has put tremendous effort, thought and research into this book, and he brings it to us in a simple, easy-to-apply formula for success.” – Eric Knaak, CEO, Isaac Heating

“The principles in Pattern for Excellence provide a strategic framework for developing authentic, lasting connections with customers. Brigham’s method for creating the WOW Experience is a powerful road map for delivering exceptional service, eliminating negativity, and working smarter. This book is essential for anyone who wants to WOW their customers!” – Kenny Chapman, CEO, Blue Collar Success Group

“Dale Carnegie would have made Pattern for Excellence mandatory reading for all of his coworkers had Brigham written his book in the 1930’s. I can hear Dale now: ‘It’s a great day at Carnegie and Sons. This is Dale. How can I make your day?’” – David E. Rothacker, Mentor, Service Nation Alliance

From the Publisher