here - The Corporate Ninja

The Power of the Platform - Speakers on Life
a leader, what do you do once you’ve got the
right people inside the building?
Discovering the secrets
When I started my title company, I wanted the
quality of our customer service to be its most
important, distinguishing characteristic. I
wondered how I could train my staff to deliver
such exceptional service. After all, what
defines outstanding customer service to one
person may not be that special to another.
It is subjective and based upon our diverse
upbringings, opportunities, and experiences.
I determined the best way for me to train my
staff about customer service was to take them to
other businesses so that we could all be on the
same page. We began to visit other companies,
“secret shopper-style,” and afterward we
would discuss the positive and negative aspects
of our experience.
A telling test drive
I love cars, and the more exotic, European,
and expensive the car, the better. I decided to
take some of my staff members to test drive the
“Ultimate Driving Machine.” Upon entering
the BMW dealership, the receptionist failed to
greet us. Instead we initiated the conversation
by requesting a test drive of an M5.
Without even acknowledging the request, she
lifted the telephone and paged a salesman to
the front desk. She finally looked at me and
said, “Someone will be here in a minute.” We
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