No Lizards In My Shoes: How to Motivate Good People to Bring Back Great Customer Service - Brossura

Ludy, Mr. Perry J.

9780974236810: No Lizards In My Shoes: How to Motivate Good People to Bring Back Great Customer Service

Brossura

ISBN 10: 0974236810 ISBN 13: 9780974236810

Casa editrice: Ludyco International, 2013

Customer service is not the most compelling of topics, especially as it is presented in many of the books in the marketplace today. A fresh approach is needed to encourage business owners and their employees to understand this critical concept and apply it successfully to improve customer service. Perry Ludy, author, consultant and 30-year senior executive, has provided that approach in his new book, No Lizards in My Shoes. Written in the style of a business fable, Ludy’s book introduces readers to the principles of customer service through the story of Larry the Lizard and the Lizard Wizard. Larry is a rather shallow, good-for-nothing creature living the good life at a resort in Aruba. He knows that where humans gather, there are always succulent bugs. Surprisingly, he deduces for himself that it will be easier and less competitive to look for bugs in the guests’ closets at the resort. That is where he meets the Lizard Wizard. The characters’ clever repartee is sure to attract and engage readers of No Lizards in My Shoes, helping them develop into better customer service providers as the Wizard teaches Larry about this important concept. Larry and the Wizard travel through time, exploring the historical development of customer service as far back as the New Stone Age. As their journey continues to more recent eras and events, the Wizard explains how earlier examples have evolved into the customer service models that drive some of today’s most successful businesses: Motorola, GE, McDonald’s, Disney, REI and others. Beautifully illustrated, No Lizards in My Shoes is more than a business fable with a poignant ending. The author closes his book with two practical methods that any business and its employees can apply to exceed customer expectations. He introduces Great Employees Managing Service (GEMS) and Targeted Incentive Pay Systems (TIPS), two specific programs that can be applied to any customer environment. At the end of the book, the author introduces a new way to tip during a customer service scenario while in a restaurant. This concept not only offers a way to evaluate restaurants, suggested level of tipping but a way to communicate with the server as well as the manager or restaurant owner. This topic is sure to generate "buzz" around the Restaurant Industry. This book is a fable that any reader will enjoy and a parable that teaches the importance of individual responsibility for customer satisfaction, as represented by the transformation of Larry the Lizard into the next Lizard Wizard.

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L'autore:

Perry Ludy is a senior-level executive and consultant with more than 30 years experience with leading corporations including PepsiCo and Procter & Gamble. He is best known for successful turnarounds, creative problem-solving, strategic planning and profit improvement. Perry takes a cross-functional approach to building new organizations and taking existing companies to the next level of excellence. He is a skilled strategist and intuitive risk taker who has served as CEO and COO of multi-million dollar corporations within diverse industries including restaurant, specialty retail, and the automotive aftermarket industry. He is an award-winning executive and author recognized for achievements and leadership. No Lizards in My Shoes is a fable that illustrates how to deliver excellent customer service, and introduces GEMS (Great Employees Managing Service) and TIPS (Targeted Incentive Program Systems) as tools for management success. Perry is also the author of Profit Building: Cutting Costs without Cutting People, an award-winning business management book that is translated into several languages and sold worldwide. The book has been a featured topic on radio and television programs including CNN, CBS, BET, Bloomberg, CNBC-Europe, BBC, and in the following publications: Harvard Management Update, Entrepreneur, Bottom Line Business, Black Enterprise, USA Today, Association Trends, Internet Works, The Atlanta Tribune, and the Washington Post. Perry’s articles and white papers have been published in numerous publications including Grapevine Magazine (London, UK), Director Magazine (London, UK), The Wall Street Journal, Customer Management, Taiwan Economic News, The China Post, Nation’s Restaurant News, The Washington Times, and Leadership Strategies. For more information, please email perry@perryludy.com.

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