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Uncommon Service: How to Win
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Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance – for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.
In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.
The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make:
• How do customers define “excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price?
• How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?
• How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture?
• How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?
Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.
- Sales Rank: #54909 in Books
- Brand: Brand: Harvard Business Review Press
- Published on: 2012-02-07
- Original language: English
- Number of items: 1
- Dimensions: 9.50" h x 6.25" w x 1.00" l, 1.06 pounds
- Binding: Hardcover
- 272 pages
- Used Book in Good Condition
Review
“The book was uncommonly excellent. Very straightforward and to the point. Frei and Morriss uncover four basic truths about customer service, discuss the important ingredient of culture and provide guidance on how companies can scale to get bigger...this might be the best book I’ve ever read on achieving service excellence.” — Stan Phelps, CustomerThink (customerthink.com)
“This book is a practical guide for leaders who want to use service to strategically differentiate their companies from the competition.” — Jeff Toister, CustomerThink (customerthink.com)
“Anne Morriss and Harvard Business School Professor Frances Frei make the counterintuitive, but compelling argument that true success for service businesses requires that you give up on being perfect; that you make some tradeoffs.” — Business Insider (businessinsider.com)
“Morriss and Frei have a powerful and surprising answer…” — Forbes.com
“In this upbeat and highly readable book, the authors isolate four “service truths” that companies must understand…” — BizEd magazine
“The book is full of case studies showing how companies have harnessed their strengths but cut corners elsewhere, in pursuit of the ultimate goal: excellent service.” — South Africa Financial Mail
“I found Uncommon Service to be a refreshing, frank and honest look at how any organization can increase profitability, satisfaction and competitive advantage by delivering consistently outstanding service.” — American Express Open Forum
About the Author
Frances Frei is UPS Foundation Professor of Service Management at Harvard Business School, where she developed the school’s successful Managing Service Operations course. Anne Morriss is the Managing Director of the Concire Leadership Institute, a consulting firm that helps leaders to surface and remove performance barriers.
Most helpful customer reviews
0 of 0 people found the following review helpful.
Uncommon book
By Jonathan Enrique
In Peru is difficult to talk about service, and besides that the best companies excel on uncommon service, I think service is an act of faith and the word faith is not present on the book, we serve believing that the seed will growth, not for all companies this works but the companies with most faith will excel, excellent book!
1 of 1 people found the following review helpful.
Uncommonly Excellent
By Stanley G. Phelps
The book was uncommonly excellent. Very straightforward and to the point. Frei and Morriss uncover four basic truths about customer service, discuss the important ingredient of culture and provide guidance on how companies can scale to get bigger. Points are illustrated through a number of case studies from the familiar likes of Southwest and Zappos to the more obscure Bugs Burger Bug Killers, Ochsner Health System and LSQ Funding Group.
Key Takeaway #1 – The book’s boldest assertion is that “you must have the courage to be bad . . . in the service of being great.” Figuring out where to place your emphasis is based upon prioritizing the needs of your customers. Be a leader in those areas that are valued and have the moxy to purposely stink in lesser areas.
Sometimes tradeoffs are not merely enough. You need to find ways to deliver the extra service provided. The easiest way is to charge a premium for the extra. Since that’s not always possible, Frei and Morriss offer three different and novel ways to bridge the gap.
Key Takeaway #2 - It is the responsibility of senior management to set their employees and customers up to succeed. This means organizing tasks and processes in a manner that the average employee can deliver upon routinely. Don’t expect your employees to wear a cape. Complexity (especially when IT is involved) is bad … keep it simple stupid.
Employees are only part of the equation, we need to organize our customers to improve service. Enlist them to help the service experience for everyone. You have two options: hire/fire or change the process.
Key Takeaway #3 - Culture not only beats strategy, but culture is the main driver in creating a leading service organization.
0 of 0 people found the following review helpful.
Valuable Read
By Michael J
A clear explanation in the necessity of service and respect. Whether towards associates or guests, this book uses great research and examples of how to improve your business.
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