resources

Recommended Reading - April 2009

The Encore Effect By Mark Sanborn

I first became a fan of author Mark Sanborn when he wrote The Fred Factor. That particular book focused on exceptional customer service, based upon a true story of a postman named Fred. So, when Mark wrote his next book, The Encore Effect, I could not wait to read it.

The subtitle says it all, “How To Achieve Remarkable Performance In Anything You Do”. It is always surprising to me how many businesses choose to just “do” business instead of setting themselves apart from their competitors by being exceptional. As Mark points out in this book, remarkable performances:

Move us to act
Make us feel good
Cause us to laugh
Stimulate us to think

Think about that in your business. Wouldn’t it be a great place to work if you had fun, productive activities and relationships throughout your office that continually sparked new ideas that then created additional opportunities? If you created a remarkable performance culture in your office, how do you think it would affect relationships with your clients and prospects?

If you "deliver a remarkable product in a remarkable way…you’ll have people coming back for more".

I highly recommend this book for everyone involved throughout your company. Mark’s Pyramid of Possibility (Potential, Purpose, Passion, Principles, Persistence, Personalization) helps set the groundwork. Now go become remarkable!