If you’re trying to decide whether to invest valuable time in reading further, let us make it simple: 1) If you want to use exaggerated or coerced ratings to create the illusion that your customers are delighted, this book isn’t for you. 2) If you want to check “receive customer feedback” off of your to-do list, put this book down right now. 3) If you are looking for a band-aid to cover up poor culture or business practices, don’t waste another minute. If, on the other hand, you are ready to revolutionize your approach to customer service, you are in the right place. And if you want to create operational excellence verified through honest evaluations of your customer experiences, this book will change the very core of how you do business. If that’s what you’re looking for, by all means, read on. Nobody raves about being mildly pleased or goes out of their way for a good meal. For a great meal though, people will drive across the country. This is the heart of service certainty: providing an experience so unique and unforgettable that customers feel personally connected to and invested in it. A homebuilder who successfully cultivates service certainty ends up with committed and deeply loyal buyers who naturally express that loyalty through high survey scores, positive customer reviews, and frequent referrals.
Jason Forrest, CEO and Chief Culture Officer at Forrest Performance Group, is a leading authority in culture change programs and an expert at creating high-performance, high-profit, and “Best Place to Work” cultures. As a sales professional, author, speaker, and management coach, Jason’s job is to empower professionals and executives to unleash their human performance and master their leadership skills in sales, management, culture and service. The winner of four international Stevie Awards for his Warrior Selling and Leadership Coaching training programs, Jason is also an award-winning author of five books, including Leadership Sales Coaching – rated as one of Selling Power Magazine’s Top Sales Books.