Celebrity Service by Geoff Ramm
Disclaimer: This book was not on my original reading list. This book was gifted to me for the purpose of producing a review. However, that does not guarantee a positive review and all reviews remain my own honest opinion.
A long time coming
Before I get into the review, I have to confess that this has been quite a problematic book for me.
My housemate stole the book off me twice, and in one of those instances, he took the book to work with him where a colleague of his then took it home with her (!!)
Since I needed the book for filming and photographs, this post (and video) has been sat waiting to be published for quite some time whilst we managed to locate the whereabouts of the book and arrange its transport back home.
Although this a positive testament to the book, it did cause me a few problems and therefore this post has been a long time coming!
When the book arrived, it landed on my doorstep in a large sparkly envelope. I didn’t even have to open the package to know that it was from Geoff Ramm.
If you have read any of his OMG books (and I highly recommend that you do) then you’ll know why.
This book is the second edition, and since I haven’t read the first edition of Celebrity Service I cannot compare it, however, when I first flicked through the book I have to admit that it did give me a slight bit of anxiety because it looked very disorganized.
There are images all over the place, the text is really small and bunched together, and overall it does look a bit crazy.
But when you are reading the book, this crazy layout actually enhances your experience. It makes you look around the book and its pages rather than just being stuck in robot mode going from line to line. And even within the text, Geoff instructs you to go and look at images on different pages within the book.
All these little thing help to keep you engaged and prevent you from switching off (which is something that happens to me regularly).
What is Celebrity Service about?
The whole idea behind the book is to help you find your next level of customer service.
For example, if I walked into your store/business, I would receive your normal level of service that you deliver to every customer. This service would still be pretty pleasant and would not cause me any need to complain.
But if an A-list celebrity walked into your store/business, chances are that they would receive a much higher level of service – a level of service that you never previously knew existed.
This is what Geoff means when he talks about ‘Celebrity Service.’
How to deliver Celebrity Service
If you are a frequent visitor to my blog or YouTube channel, you’ll know that I love actionable content – books that give you a step-by-step guide on how to put their principles into practice – and Celebrity Service delivers just that.
The word ‘celebrity’ has been turned into an acronym, with each letter focusing on a different aspect of customer service.
Now, I’m not going to tell you what each of those letters stand for because I really feel that you need to read the book in order to get full value and understanding, but what I will tell you is that the letter ‘T’ stands for ‘Team’, and I personally found this to be a very valuable section.
I don’t know any entrepreneur who gets into business with a plan to deliver poor or mediocre service. We all have the best intentions to deliver the highest possible standards, however, having that same desire filter down throughout our team can be a whole different story. This section focuses on the ways in which you can encourage your team to also deliver the sought-after Celebrity Service.
My overall thoughts
This book is as much about branding as it is customer service (after all, the level of service you deliver impacts upon your brand) and it’s full of stories, testimonials, examples, pictures, experiences that Geoff has had (good and bad) with companies, that you can use, learn from, and possibly implement into your own business to help improve the service and experience that your customer receives from each touchpoint that they have with your organization. (You may need to take a breath after that sentence!)
I do highly recommend this book to anyone who wants to improve the level of customer service that their business offers – and if you don’t think that you need to improve your service, then you’re going to need this book more than anyone!
Have you read Celebrity Service?
If you have read this book I’d love to know what you thought of it.
If you scroll to the top of the page you see a Reader Rating bar in the orange section. Simply scroll it along to score the book out of 10 and pop a comment below letting me know why you gave it that score.
This review is only my own opinion and it would be great to hear what you think.