Pattern for Excellence. Brigham Dickinson
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Copyright © 2016 by Brigham Dickinson.
All rights reserved. Except as permitted under the U.S. Copyright Act of 1976, no part of this publication may be reproduced, distributed, or transmitted in any form or by any means, or stored in a database, or retrieval system, without the prior written permission of the publisher.
Published in the United States by Made for Success Publishing, an imprint of Made for Success, Inc. Seattle, Washington
P.O. Box 1775
Issaquah, WA 98027
www.madeforsuccesspublishing.com
First Edition: October 2016
Library of Congress Cataloging-in-Publication Data Dickinson, Brigham Pattern for Excellence: Engage Your Team to WOW More Customers / Brigham Dickinson.
ISBN: 9781613398845
EBOOK ISBN: 9781613398913
LCCN: 2016914788
Printed in the United States of American
DEDICATION
I dedicate this book to my family. May its contents inspire you to live intentionally in the service of your God, your family, friends and fellow men. I am forever grateful for your love, continued support and belief in me. I love you with all my heart.
CONTENTS
SECTION 1: Pattern, Principles and Practice
SECTION 2: Eight Master Principles
Chapter 4. Principle 1: Be Positive
Chapter 5. Principle 2: Be Confident
Chapter 6. Principle 3: Listen
Chapter 8. Principle 5: Say “Yes”
Chapter 10. Principle 7: Be Valuable
Chapter 11. Principle 8: Be Grateful
Chapter 12. Delivering WOW Service
Chapter 13. Creating a WOW Culture
Chapter 14. Sustaining WOW Performance
BY MARK MATTESON
I met Brigham a few years ago at Comfortech. What impressed me about him was his energy, positive attitude and smile. This was a young man in a hurry, with a bright future. I told him as much. Over the next few years, I had the good fortune to spend time with him at various events where we were both speaking. My perception and opinion of him only improved with time. It was clear to me he was a serious student. He has stayed in touch and it has been a joy to watch him blossom as a businessman. He has integrity. He practices what he preaches. And guess, what? He is a nice guy.
Nice guys finish first!
His book is fantastic! I read it in two sittings. As a writer of “Bathroom Books” (they are books you can read in four sittings if you don’t mind your legs going numb; you know, your “Porcelain Library!”) I am enamored of books that come in right around 100 pages. What makes Brigham’s book special is it’s rich and substantive, filled with great stories, illustrations, insights and process. If you would like to improve the service your company provides, buy copies for all your employees. Make it your “Book of the Month.”
The purpose of business is to GET and KEEP customers. This book will help you KEEP more of the business you have.
I’m a little jealous that his first book is so good. Nine people read my first one, no wait, ten, my mother. This book is going to change the way people and companies deliver WOW service.
I have a hunch this is the first of many “Best Selling Books” Brigham will write. Hats off to you my friend. The best is yet to come!
Mark Matteson - International Speaker and author of the International Best Seller Freedom from Fear.
[email protected] www.sparkingsuccess.net
What Keeps Us from WOW?
We forget Why and die from ‘Mad How’ disease
Modern technology enables us to spread information quickly and more efficiently than ever, but it offers limited face-to-face interpersonal interaction and can rob us of the social skills necessary to interpret our employees’ and customers’ attitudes or emotional needs. An inability to build these key relationships keeps us from providing great service to others and build long-term relationships.
How I Came to This Conviction
When my son was 18 months