How to Provide Extraordinary Customer Service

Learn to Provide Extraordinary Service

What is it that makes customer service extraordinary?

This week is Customer Service Week, a week to remind organizations of the importance of customers and the week to especially celebrate those who provide this service day in and day out.

In honor of Customer Service Week, I want to share a conversation I had with an expert in the field of customer service, Mark Sanborn. Mark is an extraordinary professional speaker, the bestselling author of numerous books on customer service and leadership, and a personal friend. His many books have inspired me and countless others to raise our own performance and deliver exceptional service.

In this brief nine-minute conversation, we talk about:

  • What differentiates extraordinary customer service from average service
  • How good recovery means everything if you miss
  • How to use creativity instead of capital to fix customer service problems
  • The danger of indifference
  • Overcompensating for customer service misses
  • How leaders can develop a customer service culture throughout an organization


Customer Service Quotes from Mark Sanborn

Some of my favorite customer service quotes from this interview or from his books:


“Don’t sell products or services. Instead, create an experience for your customers.”–Mark Sanborn


“Go beyond simply satisfying the customer. Aim to astound.” –Mark Sanborn


“The customers who are willing to pay you the least will always demand the most.” –Mark Sanborn

Your Big Opportunity is Where You Are

It’s Right In Front of You

My wife will tell you that I most often miss what’s right in front of me. Sure, I can find something hidden in the pantry or buried in the refrigerator. But when I call out, “Honey, do we have any milk?” it’s a near-certainty that it is sitting smack in front of my face.

Don’t laugh. Some of you have done that, too.

There’s a reason the saying, “The grass isn’t always greener on the other side,” endures through the years.

Because it’s so often true. We can miss what’s right in front of us.


“Your big opportunity may be right where you are.” –Napoleon Hill


We abandon today’s happiness as we dream about what it would be like somewhere else.

We think that owning a business tomorrow is better than working on the job today.

We imagine that the job will be better than school.

We tell ourselves that it will be calm and peaceful in our homes once the children grow up.

And, at times, we are right.

But how often do we give up today’s happiness unnecessarily? What if the opportunity we dreamed of wasn’t there, but was here?


“Always do your best. What you plant now, you will harvest later.” -Og Mandino


The Joy of Today

Most of you know I’m all about dreaming, about setting big goals, and about achieving them. At the same time, we need to experience the joy of today, the happiness of right now, the magic of the moment.