Written specifically for employees or managers, who deal with very high net worth customers that are used to the best of everything and are hard to "WOW". Topics include:
- Legendary Service does not have to cost a lot of money
- The three steps of service
- Olympics-gold vs. silver
- Radar on and antenna up
- Fulfilling unexpressed wishes
- "WOW" stories
- Happy customers do spend more money
- Loyalty leads to forgiveness
- Tips to connect
- Consistency is key
- Ordinary people doing ordinary things extraordinarily well