Enterprise Rent-a-Car grew to become the largest and most profitable car rental company in the world by providing great customer service. Picking customers up from the dealerships or body shops seemed like such a logical way to do business; it worked, and millions of satisfied customers have been spreading the Enterprise gospel for decades now. I know; I spent 26 very productive years working for them (1974-2000), and even wrote a book about the experience: Life Under the Corporate Microscope: A Maverick's Irreverent Perspective. Although I poke a little fun at Corporate America, the message is clear: Business should be fun; and if you're providing customer service, do it with efficient enthusiasm. That successfully engages employees and customers alike; very cool.

There are dozens of other success stories similar to Enterprise; when a business does an exceptional job of "wowing" its customers, it doesn't take long for the word to get out; especially in this era of social marketing. Everybody's either on Facebook or Twitter, and they quickly let their friends and followers know what's hot and what's not. As a business owner or CEO, you sure don't want to screw up; the whole world knows it instantly.

Of course, the upside potential is enormous; do a great job of exceeding your customers' expectations and you can expect favorable results. It's like having a public relations army working for you; it's 21st century marketing at its best.

Certainly, the message Shep Hyken is delivering for the reader is fairly obvious; it doesn't take a rocket scientist to figure this stuff out. However, he delivers his advice in an engaging and most enjoyable manner. If your business relies on providing great customer service to survive, this would be a nice addition to your collection.

EnterpriseRent-a-Car通过提供优质的客户服务，成为世界上最大、最赚钱的汽车租赁公司。从经销商或车身店接顾客似乎是一种合乎逻辑的生意方式；几十年来，数百万满意的客户一直在传播企业福音。我知道；我为他们工作了26年（1974-2000年），收获颇丰，甚至还写了一本书讲述了我的经历：公司显微镜下的生活：特立独行的不敬视角。虽然我对美国企业界开了一点玩笑，但传达的信息很清楚：商业应该是有趣的；如果你是在提供客户服务，那就要以高效的热情去做。成功地吸引员工和客户；很酷。
还有几十个类似于企业的成功案例；当一个企业在“叫好”顾客方面做得非常出色时，这个词很快就被传开了；尤其是在这个社会营销的时代。每个人都在Facebook或Twitter上，他们会很快让自己的朋友和追随者知道什么是热门的，什么不是。作为企业主或首席执行官，你肯定不想搞砸；全世界马上就知道了。
当然，上行潜力巨大；做好超越客户期望的工作，你就能期待好的结果。就像有一支公关大军为你工作；这是21世纪最好的市场营销。
当然，谢普海肯传达给读者的信息是相当明显的；不需要一个火箭科学家就能搞清楚。然而，他以一种引人入胜和最令人愉快的方式提出了他的建议。如果您的业务依赖于提供优质的客户服务来生存，这将是一个很好的补充您的收集。