A recent unexpected experience in customer service made me think about the power of a “thank you.” A few days ago, my wife purchased a slightly used car from CarMax. We had an 11-year-old car with more than 150,000 miles on it that needed to go. She found a car she liked and traded in the old car and purchased a new Odyssey (yes, our grown children think it is disgusting that we still have a minivan).
I recently spoke at the Material Handling Equipment Distributors Association, or MHEDA, Parts and Service Conference. It was an amazing time and a vast amount of information was exchanged to the benefit of all the attendees. I would like to thank MHEDA for the opportunity and I can’t wait to do it again.
I have read a bunch of self-help styled books. As a young man just joining a business you tend to want to find your own direction or cause some sort of massive change for the benefit of everyone, looking for some validation for the education you have received or the opportunities given to you. So I decided to pick up a book called Steal Like an Artist by Austin Kleon about the art of theft. I assumed that it would be like any other self-help or motivational book, albeit with a more interesting title, but I was so very wrong.
We typically focus our blogs on something to do directly with customer service. This week, and in selected weeks in the future, we will change it up a bit and talk about books that offer useful insights into business and are truly worth reading. For this post, I want to offer one that I consider truly worth reading. The book is The Three Rules: How Exceptional Companies Think. It is by Michael Raynor and Mumtaz Ahmed. Raynor is a coauthor of The Innovator’s Solution (Clayton Christensen is the author). Ahmed is the chief strategy officer for Deloitte.