In today’s world, products and services are identical to many others and brands seem like clones. This means that customer confidence disappears in seconds. Service excellence becomes the most important differentiating feature, cordiality and personal service the most decisive source of trust. Service excellence has long since developed into a solid economic factor which now determines the added value created by all economically successful countries. However, most companies are lagging far behind, particularly regarding these requirements.
Sabine Hübner and Carsten K. Rath looked closely at successful companies from all sectors and found the ten factors that make them different, that make them better, and that lead to service excellence.
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|Redline Verlag; Edition: 2.|
|Publication date: 13. June 2014|
I am not actually very fond of advice books: ‘Das beste Anderssein ist Bessersein – Die Geheimnisse echter Service-excellence’ (‘The best way to be different is to be better – the secrets of real service excellence’) is one of the few exceptions. Firstly, service (and particularly bad service) is a constant topic throughout the book and secondly, I like the unconventional and sometimes also provocative approach that the book takes. For example, that good service is not an add-on but rather a factor in the success of every company, whatever its sector or size. And also that it is therefore worth investing in good service. But what I like best: service excellence begins at the very top and needs to be demonstrated by the management. Service willingness is a delicate flower that needs care. An above-average level of service willingness will never prosper in authoritarian companies where the boss is always right.
Many companies really do work. It is extremely pleasant that Sabine Hübner and Carsten K. Rath recognise that already in the introduction – in a time in which many consultants are trying to prove to us that we are outdated. It always reminds me of a quote from the series ‘The Big Bang Theory’: “Let’s begin with the premise that everything you’ve done up to this point is wrong”. The quote comes from Sheldon Cooper, a character who irritates everybody with his completely misplaced, rationally abbreviated judgements. Read more
At last a book that concentrates on what is important. What does the customer/guest really want, not what do we think he or she would like and how can we translate this thought into action. The structure is excellent, easy to understand and I particularly like the chapter on leadership. Make your problem as a leader that of your team and work together to find a solution instead of delegating the solution. This is exactly what motivates employees and makes them loyal to the company. Integration of the team is very well depicted and encourages immediate implementation. Mrs. Hübner, Mr. Rath, I take my hat off to you, a great book!
A double dose of service excellence from Sabine Hübner and Carsten K. Rath shows that the desert that is service still needs a lot of water to be different and more correct, more understandable and measurable.
Companies that achieve unusual things need excellent management. To score points in service you need intelligence, education, experience, skills and, most importantly, an interest in working with other people – employees, suppliers, partners, customers. This book shows in a structured and pointed way that excellent service is effective outside rigid guidelines. It’s just different.