501 Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers, and Make a Lasting Impression

This book is hands-down, the single best book I've yet to read on creating an extraordinary customer experience. It's replete with suggestions going beyond the usual superficial actions like "setting the mood" or "being nice" and includes loads of actual examples from all types of organizations around scenarios like using humor to diffuse awkward staff mishaps, the difference between being "pet friendly" and "pet welcoming," and surprising and delighting customers over their ENTIRE experience, rather than making it all happen up front.My favorite part of the book was the chapter that focused on using the same tactics to create a positive team culture (e.g., building an "apprentice" program, having themed meeting rooms, celebrating wins, and even having a staff ball pit). This is one of those books where you can read it cover to cover for the entire "framework" or open it up to pretty much any page and find a creative idea that will help you to optimize the experience that your customers (and staff) have with your product or service. Highly recommend!

After reading her book, "The Celebrity Experience", I came across this book and immediately bought copies for our entire team, without previewing the book first. I was not disappointed. It is a perfect sequel to the Celebrity Experience, building upon that foundation to add numerous examples of fun and innovative ways to create an amazing customer experience. Our business is called Cherish Yourself, and so we want to make sure that all of our customers feel cherished, like they are the most important person in the world when they are in our center. This book not only gave us a lot of useful tactics to implement, it has served to inspire us to go beyond what we read in the book and innovated new and more exciting ways to deliver the ultimate customer experience. Along with The Celebrity Experience, we will be making this book required reading for everyone on our team. I highly recommend both of these books to those who want to benchmark elite customer service in their businesses.

A hospital emergency room with bellhops? A retirement community that welcomes new residents with a lavish "commencement" ceremony? Yes! A legendary public speaker rolls out a great guide for creating excellent customer experiences, from first impressions all the way to service recovery. A fun read that will inspire the way you look at your customers!-Rich Gallagher, author of the #1 customer service bestsellers What to Say to a Porcupine and The Customer Service Survival Kit

If my 80 year old, retired military dad got checked into a nursing home with a party and balloons and his name all over the place, he would just about die of embarrassment. Also, I imagine if I were a resident there, and there wasn't enough staff to help me with my activities of daily living at a leisurely, old-lady pace - but I saw parties all the time for new guests - I'd feel hoodwinked and embittered that all the staff here wants to do is "party" with the new guys.Many of these suggestions are like putting a band aid over a bedsore - only helps the "do-er " feel good because s/he is ignorant of what's really going on. Most of the customer service dilemmas related here could be remedied by one solution: MORE STAFF, treated with RESPECT. And by respect, I mean, raises that actually keep up with cost of living, a pension, cursing at staff not allowed, respect them as professionals instead of micromanaging, and make efforts to keep long term, knowledgeable people on board instead of firing them to hire someone else at "entry level" pay. Customers WANT empowered, secure, knowledgeable employees, and they want to see the same faces over and over again. You don't get that by firing someone for clocking in 15 minutes late when their tire blew out on the way in to work. Trying to send a message not to be late? (Btw that sends a message throughout the ranks - THIS PLACE DOESNT CARE ABOUT ANY OF US.)But this book is for managers who don't want to do that. They want an excuse to put marble floors in the entrance way and have awkward parties every month. They want to encourage their employees to behave like jesters, for the entertainment of higher ups and surly customers.The only valuable tidbits are some of the ones that come from High Point University.

Can this book possibly be made mandatory reading for anyone who deals with another human being in business? Perhaps then we could always be treated like "STARS"?Great stories. Many a great idea has been planted into my mind. Be prepared though, some of the stories are quite emotional.This book is a great resource for anyone who wants to improve customer satisfaction as well as those who are looking to strengthen their company culture. It is packed with many practical ideas that will help you "roll out the red carpet for your customers."And who would have said that one of my takeaways from reading this book would be an ice-cream brand that is sure to become a favourite with my children?Love it!

I have read Donna's book and all I can say is- Outstanding! Great tips and ideas to use in your business! The ideas are simple and easy to use and implement. I love the 10 days of Thank You and have used it and have seen team members feel appreciated from just a simple note or small token of thanks. From doing and living these ideas- my team has rated me the top manager to work for IN THE COMPANY!My team is benefiting from the ideas in the book but most importantly MY CUSTOMERS keep coming back to our store and love us. We have gone from a customer score of 66 to an 83 using Donna's techniques in her book.If you want to REALLY take special care of you customers- then buy and read his book. It can change everything for your team and your customers.

A good collection of anecdotes, but felt flimsy in terms of how to implement the techniques. Pulling out all the stops for your customers is fine, but you need an entire organizational culture shift to make it happen with authenticity and consistency. Otherwise, it is just an empty and costly gesture.