Rule #1 CUSTOMER SERVICE IS NOT A DEPARTMENT
Rule #2 YOU WIN CUSTOMERS ONE AT A TIME AND LOSE THEM A THOUSAND AT A TIME
Rule #3 GREAT SERVICE FOLLOWS THE LAW OF GRAVITY
Rule #4 DON’T GET BORED WITH THE BASICS
Rule #5 ASK YOURSELF, “WHAT WOULD MOM DO?”
Rule #8 ALWAYS ACT LIKE A PROFESSIONAL
Rule #10 BE YOUR OWN SHAKESPEARE
Rule #11 BECOME AN EXPERT AT CREATING EXPERTS
Rule #12 REHEARSE, REHEARSE, REHEARSE
Rule #13 EXPECT MORE TO GET MORE
Rule #14 TREAT CUSTOMERS THE WAY YOU’D TREAT YOUR LOVED ONES
Rule #16 KNOW THE TRUTH, THE WHOLE TRUTH, AND NOTHING BUT THE TRUTH
Rule #19 FISH WHERE THE FISHERMEN AIN’T
Rule #20 BE A WORDSMITH—LANGUAGE MATTERS
Rule #21 MAKE YOURSELF AVAILABLE
Rule #22 ALWAYS BE THE GIVING ONE
Rule #23 IF THEY SAY THEY WANT HORSES, GIVE THEM A MOTORCAR
Rule #24 DON’T JUST MAKE PROMISES, MAKE GUARANTEES
Rule #25 TREAT EVERY CUSTOMER LIKE A REGULAR
Rule #27 MAKE ASAP YOUR STANDARD DEADLINE
Rule #28 KNOW THE DIFFERENCE BETWEEN NEEDS AND WANTS
Rule #29 HAVE A GEEK ON YOUR TEAM
Rule #30 BE RELENTLESS ABOUT DETAILS
Rule #32 DON’T GIVE THE RESPONSIBILITY WITHOUT THE AUTHORITY
Rule #33 NEVER, EVER ARGUE WITH A CUSTOMER
Rule #34 NEVER SAY NO—EXCEPT “NO PROBLEM”
Rule #36 APOLOGIZE LIKE YOU REALLY MEAN IT
Rule #37 SURPRISE THEM WITH SOMETHING EXTRA