Every once in a while a new book comes across my desk for review that’s an absolute delight to read: The 9-1/2 Principles of Innovative Service by Chip R. Bell is one such book.

Small and impactful, this easy-to-read book is both “an instruction manual and inspiration guide” to help any business interested in providing a better customer experience. The author combines his extensive customer service professionalism and down-home charm to describe the key principles that can be used to develop “value-unique” service since “value-added” service is no longer enough of a competitive differentiator. For example:

• “Connect with Respect – The Big Boy Event Principle” illustrates the importance of demonstrating respect for customers.
• “Hardwire Wisdom into Service – The Campfire Story Principle” explains why it’s beneficial to educate your customers about your service.
• “Synergize Service Delivery – The Fruit Salad Principle” provides examples of putting the principles together to enhance your brand.

What I like most about the book is its value as a practical guide that can be used to engage employees in enhancing service delivery. Bell explains each principle with an opening story and lesson, company examples, supporting quotes, and advice on what readers can do to apply each principle. For me it also sparked additional ideas on how it can be used in staff meetings to improve the internal and external customer experience.

I highly recommend The 9-1/2 Principles of Innovative Service and encourage you to explore how it can best work for your organization.