Want to know how to transform your customer service plan? If so, you will find much of what you need in the Fred Factor by Mark Sanborn. I discovered this little book quite by accident while on vacation. I was searching the shelves at a charming little bookstore for something interesting to read.

The following caption caught my attention:

How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary

The Fred Factor

That’s all I needed to pick up the litte book that had a big impact. This is the story of customer service great: Fred the Postman. This unassuming man instinctively knew how to provide extraordinary customer service. After reading the true story, I began to look at my business and my life differently.

Here’s what I learned from Fred:

-Passion is Key-You have to have passion to be really great at what you do. Passion comes from a place deep inside. No one can give that to you. Passion is obvious. Either you have it or you don’t.

-Everyone has the capacity for GREATNESS. Formal training or not you can be great at what you do.

-The little things make a big difference. Your customers will know that you care by what you do, not what you say. If they are important to you, find ways to show them. A little note, an inspiring quote, a helpful tip, all are ways to make a difference.

-Don’t live life on auto pilot. Really take the time to think about who you are and what you want to accomplish with your life. By being conscious, Fred made a difference in the lives of many people.

The Fred Factor takes the reader back to basics when it comes to customer service. It’s a motivating message for your work and your life.


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