Fred on People/Customer Service

A couple of weeks ago I closed out my 2008 reading list by reading The Fred Factor, by Mark Sanborn.  As I was reading, there were some thoughts/quotes/ideas that stood out to me specifically related to some areas that I care a lot about.  I decided to do a short series of posts (i.e. 2-3) with some of these ideas.

For today, here are some thoughts that stood out related to dealing with people and customer service:

“Success is built one relationship at a time

  • This is true for any type/sphere of relationship (personal, customer, vendor, co-worker)

“Remember that the quality of a relationship is related directly to the amount of time invested in it.  Make sure you give some of your best time to your relationships.”

  • Questions:  Are you giving your best time to your best relationships?
  • In an organizational setting, are you giving your best time to your best people and those that have the potential to be your best people?

“Uninspired people rarely do inspired work.”

  • If your font line employees, volunteers, advocates aren’t inspired your customers will know it, and sooner or later you’ll know it too.
  • Where are there signs of “vision leaks” in your organization?

“Customers don’t have relationships with organizations; they form relationships with individuals.”

  • People often try something for the first time, because someone else invited them or told them about their positive experience (restaurants, cars, vacation spots, new cell phone company, church, new dry cleaners, etc.)
  • People often stay around, keep coming back, etc. longer than they normally would, because they feel a connection or have built a relationship with someone in your organization
  • This can either be a help or a hindrance – it depends on the people you have in your organization

“Do the right thing, because it’s the right thing.”

  • Even if it’s costly
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2 Responses to “Fred on People/Customer Service”


  1. 1 Mark Sanborn January 14, 2009 at 10:38 am

    Thanks for the nice post about my book. One of my favorite quotes from The Fred Factor is “Nobody can prevent you from choosing to be extraordinary.”

    Keep up the great work!


  1. 1 Fred on Vision/Leadership « Ever Heard of It? Trackback on January 20, 2009 at 8:41 pm

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