Five Star Service On A One Star Budget

One retailer was the bane of the landlord’s Whinge, whinge, whinge, whinge, whinge.

Not enough traffic, not enough customers, not enough signage. The landlord gave him this book and told him to put everything into practice for a month and see if it made a difference. The landlord never heard from him again. Problem solved! The problem (as it usually is) was right between the retailer’s ears and this book sorted it all out.

Colin explains

• you CAN give five star service
• why you DON’T give five star service
• why you SHOULD give five star service
• HOW you can give five star service. Five Star Service on a One Star Budget is another easy-to-read guide to good business in 240 pages with 38 short lessons, 80 cartoons, and 22 activities for training or personal use.

In the Introduction Colin Pearce points out that normally readers might pay thousands of dollars to have a consultant run them through the exercises outlined in the book, but here they can do it themselves for only $4.99. There are four sections in the Section I outlines the fact that in spite of your premises being neat and your stock lines in order, if your team doesn’t have the heart for service you’ll produce a sterile and heartless environment. Customer service is primarily about having the heart for it.

Section II 13 reasons why you are not being read about on the front pages of all the major Business magazines and each lesson gives plenty to think about. You’ll get to work on your values, your beliefs, your USPs, your SCAs and your intentions. You even get a lesson which asks you to test, whether you are really cut out for retail.

Section III explains that customer expectations are so much higher today than they used to be and that any store owner wanting to survive, let alone compete must understand the wave of change that has come over customers in recent years.

Section IV gives more practical do-it-yourself ideas to bring your store into the arena of modern retailing. You’ll be challenged to think through the principles of skill, power and flexibility; you’ll understand the ladder of loyalty as you might not have seen it before, and you’ll take on board the principles that excellence just isn’t good enough any more. No matter what style of service is required of your business, this book will help you give your customers what they want. Geoff Sadler, Managing Director, K-Mart. Five Star Service is a thought provoking book full of the basics – and very informative. John Charlton, Managing Director, Spendless Shoes. The stories and the exercises make it easy to get the message – Give the customers what they want. Garry Donoghue, Managing Director, Paper Plus NZ. Colin Pearce Storyteller, professional speaker, writer, Australian Speakers Hall of Fame, lives in Adelaide, South Australia. He has been a story teller and entertainer all his life (a show-off in other words) and has spent most of his adult life teaching, acting and writing for TV and speaking at business and teacher conferences. His ability to revolutionise organisations and their sales teams has seen him travel the world and his books have literally been the difference between success and failure for many businesses.