CHAPTER SIXStanding Ovations for Your Staff

Often, I am asked, “How do we get people who have never received red-carpet customer service to give red-carpet customer service?” The answer, of course, is to model it for them by providing your employees with a little five-star treatment of their own. Those who have read my first book, The Celebrity Experience, or heard me deliver a keynote presentation know that my definition of red-carpet customer service is treating the person in front of you right now as if he or she were the most important person in the room. This is as true of how you treat your internal customers (your team members and coworkers) as it is of others you serve.

Larry Sternberg, president of Talent Plus, agrees: “What comes to ...

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