In this book, you will:

• Learn how to formulate your own vision, mission statements, and guiding principles, and effectively communicate them to your team.
• Learn how you can align your vision with your essential mission statement.
• Discover the core values, including service and accountability, that fuel Colin’s customer-care ethos, and how you can apply those values to your own business.
• Have a renewed understanding of how vitally important it is that you take good care of the people who work for you so they, in turn, can care for your customers.
• Become armed to inspire and empower your team.
• Be guided to create your own “bible” of scripts, protocols, and procedures that will streamline customer-care situations while making every customer feel like their individual desires are being taken care of.
• Learn how to use every complaint as an opportunity, as well as why you should be more afraid of a client who doesn’t complain when something goes wrong versus one who does.