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“Makes you start thinking about what can we do better to serve our clients and make a lasting impression on them.”–Barry

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product description

The 9 ½ Principles of Innovative Service by international bestselling author Chip R. Bell provides an engaging instruction manual and inspirational guide for making service an experience that causes your customers to swoon, smile, and sing your praises.

Value-added service has been the solution for many service exemplars. But tough economic times call for a brand-new approach—value-unique service. It is not about addition—adding more than customers expect; it is about a unique and unexpected creation. This refreshingly novel brand of service will leave your customers more than cheaply entertained—it leaves them awed and richly stirred.

“This book has a lot of heart,” wrote world-famous author Ken Blanchard. New York Times bestselling author Marshall Goldsmith called it, “A fun book that will turn on the imagination and turn up the passion for everyone who reads it.”



Endorsements for The 9½ Principles of Innovative Service by Chip R. Bell

"Chip Bell lavishes us with far more than nine-and-a-half ways to make any customer encounter unique.  This book is full of fun stories that will inspire you to add your own special touch to service."  - Daniel H. Pink, author of To Sell is Human, Drive, and A Whole New Mind

 “Full of true stories that will inspire you to delight your customers; this little book has a lot of heart.” - Ken Blanchard, coauthor of the bestselling The One Minute Manager® and Trust Works!

“A fun book that will turn on the imagination and turn up the passion for everyone who reads it” - Marshall Goldsmith, NY Times bestseller author of Mojo and What Got You Here Won’t Get You There

 “Chip Bell's words light up the pages of this wonderful book, and his ideas will light up your business!  - BJ Gallagher, author of The Power of Positive DOING and the international bestselling A Peacock in the Land of Penguins

“A wonderfully well written book that’s easy to read with great stories and 9 ½ actionable ideas to create extraordinary customer experiences.”  - Dr. Tony Alessandra, Hall-of-Fame Keynote Speaker and author of The Platinum Rule®

  • Details:
  • Format: Hardcover
  • Trim Size: 6.5" x 6.5"
  • Page Count: 112
  • Video Run Time: 2 mins 59 secs
  • eBook Format: .epub

Free Discussion Guides

Are you using The 9 ½ Principles of Innovative Service as part of your next training event or team meeting? Our free leader’s discussion guide is the perfect companion to the book and will help you get the most of your event. Included are discussion points and questions that will help your team focus on:

  • Differentiating customer service from innovative service that will take your customer’s breath away
  • Creating an outside-the-box mentality that will drive inventive, actionable, and creative practices
  • Building strategies to implement the principles within your own company
  • And more…

About Author

DR. CHIP BELL, a senior partner with the Chip Bell Group, is the author numerous national and international bestselling books and has served as consultant, trainer, or speaker to some of the most renowned brands in the world including Ritz-Carlton Hotels, Harley-Davidson, USAA, Cadillac, Chubb, Verizon Wireless, Hertz, Pfizer, Microsoft, GE, IBM, Accenture, Lockheed-Martin and Universal Orlando.

Chip Bell is the founder of The Chip Bell Group and manages their office near Atlanta. Prior to starting the firm in early ‘80s, he was Director of Management and Organization Development for NCNB, now Bank of America. Dr. Bell holds graduate degrees in organizational psychology and human resource development from Vanderbilt University and the George Washington University.

 

 

What Readers are Saying

Average Rating:
5.0 (based on 20 reviews)

    1-5 of 20

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    Bill K.
    02/36/2014 02/06/2014
    • 5.0
    Makes A Difference
    Enjoyed the book and it generated a lot of enthusiasm on my part. I am giving it to a number of people that I work with to read.I hope it will do the same for them.
      Was this review helpful? /
      Barry
      05/142/2014 05/23/2014
      • 5.0
      Tables Turned
      Chip was going to be a speaker at a major insurance company's annual awards conference. He had asked to talk to an agent that has been successful with the company so he could get a feel for the company and its agents. You could say he was doing his research. Well I was asked and I met with Chip. We had a nice meeting at his home/office. Before I left he gave me this book. After I read it I thought that I was rewarded much more than I rewarded him. I have just ordered one for each of my staff people. This book will make you start thinking about what can we do better to serve our clients and make a lasting impression on them. Thank You So Much Chip!!
        Was this review helpful? /
        Mary Ellen Smith
        04/109/2014 04/20/2014
        • 5.0
        Words to Live By
        This book spoke to my spirit! In a world of 'Customer~NO~Service'...it needs to be read and lived and acted upon by everyone. We all render service each day to everyone we meet. Whether in a business or not...we all are in the service business. Everyone loves to feel special and the 'special stuff' is really the 'small stuff' after all. The Cracker Jack Principle says it all!!
          Was this review helpful? /
          Insite Skill
          08/213/2014 08/02/2014
          (2 of 2 customers found this review helpful)
          • 5.0
          Inspiring, resourceful & fun to read
          When was the last time you read a book – just for fun? Was it a non-fiction book devoted to inspiring great customer service? I didn't think so. Listen to this. I read this book because of the title. I am absolutely in love with the word 'innovative' and because I believe my calling is to serve others, the title alone was a magnet. When I got the book in the mail I was even more pleased because I recognized it as a) a quick read, b) I loved how the chapters were peppered with wisdom quotes from the masters of customer service, and c) I loved the square size that fits between my bookends holding other books previously purchased from Simple Truths. But enough about the why. You need to know what makes the book's content so rich. "The one sure way to fail is to be boring" Seth Godin. Well – if that's the case, this book will not fail because it's certainly not boring. I'm going to take the express route through the book but when you get your copy you're going to want to slow down and take the scenic route so you don't miss anything. Chip Bell tells stories from real life organizations to help you implement these principles in your business. 9 ½ Principles – You've heard of value-add? That is so last decade. Today it's Value-Unique, everything else is vanilla. The Cracker Jack Principle – Pretend the service you deliver is like a gift delivered on your customer's birthday. Put a surprise inside that breaks the monotony and communicates a caring attitude and fosters an infectious spirit that your customers want to narrate to others. Think creatively. Think Zappos. The "Big Boy" Event Principle – Customers love service connections with respect. Listen to your customers as if you were listening for the winning ticket number at a raffle. "To be successful you have to have your heart in your business and your business in your heart." Thomas Watson, Sr. The Purpling Principle – Always give your customers the royal treatment. Purpling is creating service processes that ensure red-carpet ease, not a thorn-filled path of excess effort, unexpected dissonance, and policies written in the language of distrust. Boldly summon customers on a journey to collective joy much like a child welcoming a close friend to a treehouse filled with secrets. "Give the customer more than they expect." Nelson Boswell The Speed Limit 23 MPH Principle – Why would anyone post a speed limit of 23 mph? It's a sensory spark to ignite memory. Stimulate visual senses to create memory-making experiences. "Do what you do so well that people want to see it again and bring their friends." Walt Disney The Circus Principle – Chip Bell describes the excitement and anticipation even before an event like the circus comes to town. Customer experience is enhanced through anticipation – set with meticulous attention to optimizing build-up much like "enchanting service is coming to town". Using examples from Disney, Nordstroms, and Universal Studios the author explains how effective service becomes when sensory appeal is created. How about this for a motto? "Be everywhere, do everything, and never fail to astonish the customer." Any guesses? It's Macy's Motto The Campfire Story Principle – Customers love service providers who help them learn. Hardwire wisdom into service. Be a customer mentor. Be a customer coach. Customers love to learn if the journey is more like a story than a chore. Here's one thing you can do today, or maybe tomorrow if you're reading this at midnight. Change the parting message of your customer service help desk. Instead of "Is there anything else I can help you with?" have them ask "What can I help you learn more about today?" The Fly Fishing Principle – Customers love monogrammed service. So how does that relate to fly fishing? Interesting metaphor here. I've fished and caught many kinds of fish in my lifetime, but never a trout and never by fly fishing. Aren't you curious for the explanation? It's on page 72 in the book, but here's a hint. Monogramming service takes time; it cannot be knee-jerk or fast response. It must be unique, sincere, and authentic. "One customer well taken care of could be worth more than $10,000 worth of advertising." Jim Rohn The Easy Button Principle – "Are you totally thrilled with your order?" Innovative customer service means you are always going for "yes!". What would it take for your customer to say yes, every time they were asked "Are you totally thrilled with your order?" Look at your service through the lens of your customer. Is your service more like an easy button or a kill switch? The Panning for Gold Principle – Sooner or later you're going to have to turn an OOPS into an opportunity. Great service takes humility and compassion. Great service says you are there to fix, not fight. When you pan for gold, there's a technique that ensures you remove the water and dirt slowly, gently, and attentively before all that remains in the pan is precious gold 9 ½ – You know what? I'm not going to give this one away. It struck me as so remarkable, I would have suggested it as the main theme of the entire book, not just a half value principle. I'll give you a hint though – It's a delicious mix of innovate service. Being remarkable takes originality, passion,guts, and daring. Today, the one sure way to fail is to be boring. Your one chance for success is to be remarkable. – Seth Godin, Purple Cow
            Bottom Line:
            Yes, I would recommend this to a friend
            Was this review helpful? /
            Mark Einersen
            11/323/2013 11/20/2013
            • 5.0
            Realistic, Practical, And Challenging
            Very useful insights that can improve any service-oriented organization. I am purchasing copies for staff, leaders and volunteers at our church to help us create a world-class guest experience every week for adults and kids, with a special focus on our VIPs (first-time guests). Definitely recommend this book for it's practicality and helpful questions to think through in any organization.
              Was this review helpful? /

              1-5 of 20

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