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Author Hatcher, Greg, author

Title 55 steps to outrageous service : ["outrageous service" principles to better serve your customers and reap the benefits of satisfied customers, satisfied employees, profitable results] / Greg Hatcher
Edition First Parkhurst Brothers edition
Published Little Rock, Arkansas. : Parkhurst Brothers, Inc., Publishers, 2011
[Chicago] : Chicago Distribution Center, a unit of the University of Chicago Press
Online access available from:
ProQuest Ebook Central    View Resource Record  


Description 1 online resource (188 pages) : illustrations
Contents Part One: ""Outrageous Service"" Philosophies; 1. Just Win the Damn Ballgame; 2. The Definition of ""Outrageous Service""; 3. The History of The Hatcher Agency; 4. Outrageous Work ours (24 Hours a Day, of Course); 5. Tell People What ou Are Going To Do, and Then Do It (It ain't braggin' if you can back it up.); 6. On Your Worst Day You Must Still Be Very Good; 7. The Hatcher Agency Employee Job Description; 8. Brianwash Yourself on the Way to Work; 9. There is No Off Switch on a Tiger!; 10. Our Attitude is the Difference; 11. ""Outrageous Service"" Means Saying No, Too
12. If I Were a Car Salesman, I Would Sell Cadillacs13. Honesty is the Best Policy; 14. Swim Upstream; Part Two: ""Outrageous Service"" Tools; 15. A Two-Dollar Bill for a One Percent Improvement; 16. Five ""Thank You"" Notes per Week; 17. Donuts in the Morning; Cookies in the Afternoon; 18. Holiday Cards; 19. Progress Notes; 20. Everybody Loves a T-shirt; 21. Voice Mail by Request Only; 22. We Deliver; 23. The Enrollment Van; 24. Goodwill Calls; 25. Expressions of Sympathy; 26. The Blue Sheet; 27. Employee Birthdays and Annviersaries; 28. Fax Updates; 29. A Dictation Unit is a Must
30. Birthday CardsPart Three: ""Outrageous Service"" Ideas; 31. You Cannot Deliver ""Outrageous Service"" with High Turnover; 32. You Have Made a Mistake That Hurts A Customer ... Now What?; 33. Administrative Bonuses for All Employees; 34. Staff Meeting at 7:00 a.m.; 35. Hatcher Time (The Hatcher Agency On-Time Rules); 36. Be a List Maker; 37. Write It Down; 38. How About a Personal Coach?; 39. Seek First to Understand ... Then to be Understood; Part Four: ""Outrageous Service"" Equals Outrageous Sales; 40. Incentives Must Be Service-Based to Ensure Great Service; 41. The Dan Gable Story
42. ""Outrageous Service"" Will Get You Referrals43. You Can Have Everything in Life You Want. . . ; 44. Fax Information on Your Company Prior to the Appointment; 45. Be a Community Volunteer; 46. Become the Best at What You Do and You Will Never Have to Prospect Again; 47. Cross Training; Part Five: Outrageous Education and Training; 48. Fringe and Intangible Benefits Can Lower Turnover and Improve Service; 49. Yes, We Have a Full-Time Trainer; 50. All Employees go to Insurance School; 51. Videotape Training Sessions and Give Exams; 52. Read a Book a Month; 53. Speaker of the Month
Part Six: Some Final Thoughts54. Don't Be Afraid to Fail; 55. Swing for the Fences
Summary Presents the customer service principles of the author, drawn from his life experiences and current work as the founder and president of the Hatcher Agency, an insurance agency based in Little Rock, Arkansas
Notes "This edition is published by arrangement with Tiger Books, publisher of the previous hardcover edition."--Title page verso
Subtitle from cover
Online resource; title from PDF title page (EBSCO, viewed March 21, 2016)
Subject Hatcher Agency
Customer relations -- Case studies.
Customer relations.
Customer services -- Case studies.
Customer services.
Insurance agents -- Arkansas -- Little Rock.
Genre/Form Case studies.
Form Electronic book
ISBN 1935166212 (electronic bk.)
9781935166214 (electronic bk.)
Other Titles Fifty-five steps to outrageous service