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 100% my own honest opinion.
A long time coming
Before I get into the review, I have to confess this has been quite a problematic book for me.
My housemate stole the book off me – twice!
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 first 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 this 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 the interior 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 pages rather than being stuck in robot mode going from line to line. Geoff even instructs you to go and look at images on different pages within the book.
All these little things 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, the chances are that they would receive a much higher level of service – a level of service that you previously never 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. In other words, 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 your team can be a whole different story. The ‘Team’ section focuses on the ways in which you can encourage your team to also deliver the Celebrity Service that you are aiming for.
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).
It’s full of stories, testimonials, pictures, and experiences that Geoff has had (good and bad) with various companies. You can use these examples, learn from them, and possibly implement them into your own business to help improve the service and experience that your customer receives from each touchpoint that they have with your organization.
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!
Have you read Celebrity Service?
This book review is my personal opinion and experience of Celebrity Service.
If you’ve read this book, share your thoughts in the comments section, and don’t forget to leave your own review in the box below.
This book is as much about branding as it is customer service (after all, the level of service you deliver impacts upon your brand) It's full of stories, testimonials, pictures, and experiences that Geoff has had (good and bad) with various companies. You can use these examples, learn from them, and possibly implement them into your own business to help improve the service and experience that your customer receives from each touchpoint that they have with your organization.
Your review is appreciated