Bell, Chip R.; Bell, Bilijack R.

Magnetic Service : Secrets for Creating Passionately Devoted Customers

Foreword ix Rich Teerlink Welcome xi Preview You Don't Know Jack . . . Or Do You? 1(6) Part One The Secret Side of Magnetic Service 7(82) Secret #1: Make Trust a Verb 17(11) Secret #2: Focus on Customer Hopes, Not Just Needs 28(9) Secret #3: Add ``Charisma'' to the Service Mix 37(10) Secret #4: Engage the Customer's Curiosity 47(9) Secret #5: Give Customers an Occasional Miracle 56(9) Secret #6: Empower Customers Through Comfort 65(11) Secret #7: Reveal Your Character by Unveiling Your Courage 76(13) Reflection: Assessing Your Magnetic Service Style 85(4) Part Two The Leadership Side of Magnetic Service 89(60) Trust Thrives When Leaders Lead Naturally 95(9) Hopes Spring Forth When Leaders Foster Revelation 104(6) Service Can Be Charismatic If Leaders Exhibit Boldness 110(8) Curiosity Lights Up When Leaders Learn Out Loud 118(8) Miracle Making Happens When Leaders Inspire Engagement 126(8) Customers Are Empowered When Leaders Promote Partnerships 134(7) Character Is Revealed If Leaders Have Soul 141(8) Farewell 149(2) Notes 151(2) References 153(3) Thanks! 156(2) Index 158(9) About the Authors 167