Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

CHAPTER FIVEKeeping Track to Bring Them Back

Tracking Customer Roles, Goals, and Preferences

Even if you hired a platoon of statisticians to pore through your customer data, they’d never uncover a single style of “good service” that can please every customer. Good service requires custom fitting. This is one principle on which true customer service virtuosos—successful barkeeps, booksellers, shopkeepers, and maitre d’s—agree.

So, to succeed far beyond a Mom and Pop scale, or even to run a Mom and Pop that continues to thrive when Mom and Pop are chillin’ in Cancun, you need to ensure that all of your employees are able to provide individualized service—no matter how briefly they’ve been part of your team and no matter how poor their memories ...