Book Club: How BSCs Can Develop A Customer Service Culture

“212 Degree Service: The 10 Rules For Creating A Service Culture” by Mac Anderson was recommended by a good friend as something that I could share with my staff — from the executive team down to the area/site supervisor level —  to help drive the service culture we are striving to achieve.

The book is a very simple read, written almost like a children’s book with illustrations and eye-catching graphics. Its message is very clear: how to take a good service culture and turn it into a great one.

The concept is this: At 211 degrees, water is very hot, but at 212 degrees, it boils and makes steam, which propels things. It’s the extra 1 degree that can really make a big difference.

The chapters are neatly organized by the 10 rules and the points are simple to understand. Some chapter examples include It All Starts At The Top, Engage The Hearts And Minds Of Your Employees, Make Your Culture Your Brand, You Only Get One Chance To Make A First Impression, and Celebrate Success.

Chapter 5 (Understand The How Of Wow) has the most practical advice, with a list of 10 service phrases, ranging from 10 words — ”I apologize for our mistake. Let me make it right.” — down to one simple word — ”Yes.” Building service contractors could easily make laminated cards with the 10 phrases and hand them out to their staff members.

There is nothing in the book that as a business owner you probably do not know already, but along the way you will find quotes worth remembering. Some of my favorite quips are, “You get the best efforts from others not by lighting a fire beneath them, but by building a fire within,” “We outservice not outsmart” and “Your success in life isn’t based on your ability to simply change. It’s based on your ability to change faster than your competition, customers and business.”

After you read the book, give copies to your staff. It’ll serve as a great guide to their daily lives.

Paul Senecal
Managing Partner
AffinEco, LLC
Bridgeport, Connecticut

212 Degree Service
By Mac Anderson

In both business and life, the smallest difference can separate good from great. In “212 Degree Service,” published by Simple Truths, Mac Anderson covers 10 rules for creating great customer service that each staff member can read in less than an hour.

Using real-world examples, Anderson argues that great service starts by putting employees first and customers second. With this mentality, the winning service culture will spread from your company to clients.