Book: Service Magic: The Art of Amazing Your Customers
Publisher: Kaplan Business
Service Magic is not about creating illusions. It is a powerful book that applies the art and skill of stage magic to the creation of a service experience that seems magical. What does that look like? When the service you receive leaves you with a smile on your face and a story to tell, you have just had a bona fide service magic experience. It is precisely that magic that Ron Zemke and Chip Bell now bring within the reach of any willing reader. They cleverly show us how to use Place, Process, and Performance to produce a magical result for your customers—and do it with regularity and charm.
Service Magic has an ingredient rare in other books but not surprising to me given my long acquaintance with the authors. Zemke and Bell have managed to integrate and interweave the latest research on customer care and their theory of Service Magic without faltering or boring the reader. I am equally awed and impressed at the generous way they cite the work of others. I respect their willingness to point out the shoulders on which they stand.
In the last decade, Zemke and Bell have written a number of first-rate, award-winning books on customer care and service. Service Magic will quickly take a place on, and likely go to the head of, this long, distinguished list. It is important, inspiring, fun, and applicable. It clearly and cleverly presents the ingredients that keep customers coming back for more, because, in the language of FISH!, it shows you how to "make their day."