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Zach Dillard, the owner of Edward J. Henry & Sons Auto Body in Wilmington, shares how to provide unforgettable customer service in his new book.
The customer might not always be right, but according to Delaware business owner and author Zach Dillard, they should always be happy. Dillard, owner of Edward J. Henry & Sons Auto Body in Wilmington, has just authored a book on the topic, available on Amazon, called Win Their Hearts: Your Simple and Effective Guide to Unforgettable Customer Service.
“I found that as an employee I was always interested in customer interaction, even before I owned a business,” Dillard says. “Although I’ve taken a few classes, 95% of what is in the book is hands-on learning.”
The place to start with great customer service, he says, is great employee relations. “Part of the premise is that without happy employees, you can’t have happy customers,” he says. “Employees have to believe their opinions are important and that they are part of the business.”
One thing that Dillard doesn’t recommend is customer surveys. “There are so many that they become a hassle,” he says, “and customers generally only fill them out when they’re angry.”
The book teaches skills to help empower your employees and earn their loyalty. Dillard covers how to make difficult management decisions and the importance of “getting your hands dirty” as a manager. Dillard also shares his secret to permanently winning over an upset customer and much more business and customer service knowledge.
Find Zach Dillard’s Win Their Hearts: Your Simple and Effective Guide to Unforgettable Customer Service on Amazon.