Summary of “Exceptional service, exceptional profit”

Customers are worth their lifetime.

Lead them to the place they’re looking for, don‘t just give directions.

Reset customer expectations you can’t meet.

Adjust your service to fit the customer best, but without intrusion into privacy.

Write at least five things unique about the customer, whether preferences or complaints.

When there’s a problem, apologise, review the complaint with the customer, fix and follow up, document the problem in detail to make sure it never happens again.

Make processes as efficient as possible.

Keep the hiring bar high: a bad employee may cause others to quit.

The speed of a group is the slowest one’s.