The $6,000 Egg: Part 2

Welcome back! Let’s pick up where we left off:

The $6,000 Egg – The 10 New Golden Rules of Customer Service – by Deb and Todd Duncan

Golden Rule #6: Deliver the unexpected to create business Karma: Every decision to add value to the customer expands the value to the brand. How can you add the 10X factor to your business? Business Karma, what goes around comes around!

Golden Rule in Action: Give you best to your best so you can get the rest of what they have to give you.

Golden Rule #7: Blow Your Customer Away: Never deliver bad news unless you can also deliver good news. Focus on the solution, not the problem.

Golden Rule in Action: If you can’t find the time to do it right, you will never find the time to do it over.

Golden Rule #8: Offer Sizzling Guarantees: How much confidence do you have in your product? Are you willing to back it full force?

Golden Rule in Action: Get it right the first time, all the time, every time.

Golden Rule #9: Recover Boldly: When you have a breakdown, handle it fast, add massive value, give an incentive for the customer to come back, and follow up.

1.       An apology for the problem

2.       A quick commitment to the solution

3.       Delivery of the solution

4.       Follow up to make sure all is good

Golden Rule in Action: When you have a service breakdown, the key is how fast and how well you recover the customer. Every second counts.

Golden Rule #10: Make saying thank you a big time event: What are the most impressive and indelible ways in which you can say thank you?

Golden Rule in Action: the more you know about the people you serve, the better you serve the people you know.

A few more golden rules:

1.       The best way to go fast is slow. Shortcuts could kill a customer experience.

2.       If you don’t follow up with customers, they wont follow through with you.

3.       You will always have to do more to keep a client than you did to get a client

4.       A customer will not question you if you do a great job “questioning” them.

5.       If you are not in touch with your customers, you are out of touch.

6.       I will take care of this for you.

7.       No business can survive if it continually pays out on its guarantees.

8.       You are the architect of your client’s happiness.

How you serve can make or break you. See my Video library page for supporting videos for this blog!

I really enjoyed this, and besides being able to share this with everyone, I look forward to being able to apply the rules that are new to me to my own business! Next week I am going to review one of my favorite companies for customer service, Mini Cooper! 


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