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How You Do... What You Do: Create Service Excellence That Wins Clients For Life | 
 enlarge | Authors: Bob Livingston, David (foreword By) Calhoun
Publisher: McGraw-Hill
Category: Book
List Price: $27.95
Buy New: $13.55
You Save: $14.40 (52%)
New (28) Used (4) from $12.93
Avg. Customer Rating:  5 reviews
Sales Rank: 25230
Media: Hardcover
Edition: 1
Number Of Items: 1
Pages: 282
Shipping Weight (lbs): 1.3
Dimensions (in): 9.1 x 6 x 1.2
ISBN: 0071592784
Dewey Decimal Number: 658.812
EAN: 9780071592789
ASIN: 0071592784
Publication Date: May 9, 2008
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Condition: Pay less than Amazon receive A BRAND NEW BOOK direct from publishers shipped PRIORITY MAIL (2-3 day delivery with free delivery confirmation) SATISFACTION GUARANTEED!
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| Editorial Reviews:
Product Description
Between the challenges of escalating competition, well-informed clients, and dismal customer service, today's marketplace is becoming more and more crowded. The result is that your clients have more influence and choices than ever before. If you or your organization do not consistently satisfy and surpass their expectations, your clients will take their buying power elsewhere. It's that simple. But by establishing service excellence as your top strategic and cultural priority, you will foster the strong relationships needed to win--and retain--loyal clients. In this breakthrough book, customer service expert Bob Livingston gives you practical tools for transforming your approach to serving clients by strengthening “how you do what you do.” Whether you're a business leader, a client service executive, a sales manager, or an individual, you can differentiate yourself from competition by adopting Livingston's simple yet proven roadmap for achieving Service Excellence. In How You Do . . . What You Do, Livingston imparts a clear, step-by-step blueprint for transforming your culture, attitudes, and behaviors by illustrating how to: - Develop and live your Purpose and Values
- Understand your clients' soft needs, and create plans to satisfy them
- Seek continuous improvement by stimulating creativity and innovation
- Keep your service-oriented culture growing
- Create a passion for Service Excellence
Livingston draws upon a lifetime of experience in which he has achieved measurable success helping many companies shape their service cultures--most notably CROSSMARK, an international consumer products sales and marketing agency, whose remarkable transformation stands out as one of the strongest proof statements for this methodology. Throughout, Livingston benchmarks other great companies renowned for their service excellence, including Accenture, Henry & Horne, ECRM, The Nielsen Company, TBWA\Worldwide, Four Seasons, and many others. Properly executed, this compelling and inspirational approach to service virtually guarantees the client loyalty that will set you apart from competition, and distinguish you by How You Do . . . What You Do.
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| Customer Reviews:
One of a kind!! June 15, 2008
One could easily say that Bob's most enduring talent is to naturally motivate and encourage those around him. For those of us who have seen him speak, we have had the luxury of seeing the stories in this book come to life in the most inspiring and thought provocking manner.
You will want to photocopy sections of this book for your staff, bosses and clients alike. You will find yourself coming back to it over and over again. HYDWYD will be your valued asset in engaging those around you in service minded behavior. After all it is about the "how" you do "what" you do...
Bob is clearly the real life depiction of "how you do, what you do!" I can easily endorse Bob and his book without reservation.
The real deal...he practices what he preaches! June 12, 2008
1 out of 1 found this review helpful
I have had the pleasure of reading the book, hearing him present "How you do..What you do, and working with him directly and I can tell you that Bob Livingston is the real deal! The premise of the book extends beyond work and has meaning for your personal life as well. The book lays out in clear terms a pathway for improving "how you do" things, in many ways a lost art (or even value) today. It also provides meaningful examples to emphasize the points. It is fast paced and a must read!
Service Excellence is something everyone can learn from! May 22, 2008
Bob Livingston has a wonderful way of conveying service stories and solutions. He shares his many years of experience and situations from the Corporate World and presents simple solutions that we can all learn from. Every time I have a poor service experience, I wish that there were handouts in Bob's book so that I could share with people how they could learn to improve their level of service. How You Do....What You Do raises an awareness level of service second to none. This is a quick read, that will remain with you always. I highly recommend it.
How You Do What You Do May 22, 2008
Real-life stories of on-the-job learning experiences which led the author to an amazingly successful career. Bob Livinston is sharing a wealth of info, tips and "how tos" for anyone and everyone in business -and all businesses require "service" one way or the other - so they can avoid the pitfalls of complacency and master their markets. This is a very detailed message to every corporate manager, officer - and caring worker in this country.
He does what he does ... well! May 22, 2008
If you are new to the service business or need some inspiration, this book is a refreshing look at how to consider and provide differentiated service. It is a step-by-step guide for re-inventing your appraoch to service... it will challenge some paradigms and do so in a constructive manner. A quick read with some wondeful personal stories from a man who has provided unique and differentiated service for his entire professional career.
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