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MINNEAPOLIS, July 16 /PRNewswire/ — Fanatically Relentless Customer Service, the first book by popular business speaker Calvin Stovall, bristles at service corporations that don’t answer the phone, ignore customer feedback or just simply provide “crappy” service.
Written to provide useful strategies and tactics at all levels of a service company, the book is as useful to the front line service provider as it is to the CEO. Key service industries that can benefit from the book include hotels, restaurants, casinos, retail and financial service organizations. The book includes real-life examples backed by compelling data, strategies to consider, and tactics to deliver “fanatical service,” which in turn will deliver superior profit.
“Good service isn’t all that hard to deliver, if you think about it,” Stovall said. “But when you ignore the service basics, the result is lost sales, brand degradation and, ultimately, loss of market share. The problem is, few companies really think about it from a practical point of view. Customer-focused companies simply put the customers’ perspective before their own by thinking like their customers. I wrote this book to provide service providers with the thought process and the tools to become fanatics when it comes to service.”
Chock full of anecdotes that drive home key points, the book draws from a wide range of “real life” situations and personal experiences. Like the time Stovall opened a box containing new shoes he had just bought and found two right shoes instead of a pair … just before he had to present a speech to a live audience. Woven into the stories are supporting statistical data that underscore key points on delivering fanatically relentless customer service. Each of the 15 chapters concludes with “FRQs” or “Fanatically Relentless Questions,” to help the reader formulate his or her own plan about the topic discussed in the chapter.
“Delivering great service is all about consistent execution of the basics,” Stovall noted. “My goal in writing the book was to strip away all of the jargon and smoke-screen buzz words and get down to the basics that every service corporation has to master.”
“I’ve been in the hotel business for more than 20 years and worked with many brands, ranging from focused-service to upscale,” said William Edmundson, president, Cambria Suites brand management with Choice Hotels International. “Calvin’s book boiled down everything that makes a service company successful. Whether it’s a front desk person, hotel general manager or the company president, this book contains the guidance and the necessary enthusiasm to get the job done and done right.”
Fanatically Relentless Customer Service provides insights about how to attract and retain customers, as well as when to consider “divorcing” customers who don’t make good economic sense. “This isn’t an easy fix-it book, but it does lay out all the important elements to build a sustainable customer service program that delivers the bottom line, as well as greater employee satisfaction. Strong customer relationships are built over time. It takes a real commitment,” Stovall said.
“We have used Calvin’s book during our regional sales meetings, and his practical approach on how to deliver memorable experiences for our guests has helped us take our service delivery to the next level,” said Peggi Monico of Madison Hospitality Group, a Minnesota-based hotel and restaurant management group.
Published by Tasora Books, Fanatically Relentless Customer Service is priced at $13.95 and is available at , and barnesandnoble.com. For information about special discounts for bulk purchases, contact Itasca Books at (952) 345-4488.
Author Calvin Stovall is president and CEO of The Professional Advantage, Inc., a company focused on helping clients deliver Fanatically Relentless Customer Service. A well-known motivational speaker on customer service, Stovall is a professional member of the National Speakers Association, Midwest Society of Association Executives, and the American Society of Training and Development.
Stovall is a former vice president of marketing for Hilton Hotels Corporation, where he was responsible for brand marketing for the company’s Homewood Suites by Hilton brand. During his tenure, the brand was voted “Best in Class” by a number of independent consumer advocacy publications, including Consumer Reports, and was a multi-year winner of the J.D. Powers and Associates Award for its unwavering commitment to product and customer service quality. He holds a B.S. in Business Management from Chicago State University and a M.S. from Cornell University’s School of hotel Administration.
More information about Stovall and The Professional Advantage may be found at .
Contact: Jerry Daly
702-435-6293
The Professional Advantage
