Author Perry Ludy follows “Profit Building: Cutting Costs Without Cutting People” with “No Lizards in My Shoes: How to motivate good people to bring back great customer service.” Taking a fresh approach while providing practical tips to dramatically improve customer service in any business or organization.
The book with it’s very interesting title, is based on Ludy’s experience at a resort in Aruba, No Lizards in My Shoes tells the story of Larry, a lazy lizard, and the older, wiser Lizard Wizard who teaches Larry the secrets of improving customer service based on the initiative of individual employees. The wizard takes Larry on a journey through time to explore and observe the development of customer service dating back to the Stone Age. Larry transforms into the Lizard Wizard of Customer Service as the sage wizard passes away. The moral of the story is that individual employees can be empowered to become a “Lizard Wizard of Customer Service” in their own company or organization.
No Lizard in My Shoes introduces two concepts, GEMS (Great Employees Managing Service) and TIPS (Targeted Incentive Pay Scenarios). Companies that implement these innovative initiatives experience dramatic improvements in customer service and have a continuous reward program in place for employees who step up their efforts.
Customer service is not the most compelling of topics, especially as it is presented in many of the books in the marketplace today. Even on television , companies seen to tour their service as “the best” and “excellent.”A fresh approach has long been needed to encourage business owners and their employees to understand this critical concept and apply it successfully to improve customer service. Written in the style of a business fable, (Who Moved My Cheese ?) Ludy’s book introduces readers to the principles of customer service through the story of Larry the Lizard and the Lizard Wizard.(Yoda? ) Larry is a rather shallow, good-for-nothing creature living the good life at a resort in Aruba. He knows that where humans gather, there are always succulent bugs.
Surprisingly, he deduces for himself that it will be easier and less competitive to look for bugs in the guests’ closets at the resort. That is where he meets the Lizard Wizard. The characters’ cool chats are sure to attract and engage readers of No Lizards in My Shoes, helping them develop into better customer service providers as the Wizard teaches Larry about this important concept. Larry and the Wizard travel through time, exploring the historical development of customer service as far back as the New Stone Age. As their journey continues to more recent eras and events, the Wizard explains how earlier examples have evolved into the customer service models that drive some of today’s most successful businesses such as Motorola, GE, McDonald’s, Disney, REI and others.
The author closes his book with two practical methods that any business and its employees can apply to exceed customer expectations. He introduces Great Employees Managing Service (GEMS) and Targeted Incentive Pay Systems (TIPS), two specific programs that can be applied to any customer environment.
At the end of the book, the author introduces a new way to tip during a customer service scenario while in a restaurant. This concept not only offers a way to evaluate restaurants, suggested level of tipping but a way to communicate with the server as well as the manager or restaurant owner. This topic is sure to generate “buzz” around the Restaurant Industry. Tipping was initially intended to say “you did such a wonderful job, you deserve a little extra.” Now, it’s thought of as just part of the bill even if the service was lousy. The author keeps it interesting right up to the last page where he suggests a new approach to tipping.
A very entertaining read in a very readable and clever style.