Empowerment: A Way Of Life No organization will ever be a service leader without empowerment. There are too many weird things that happen each day. I want employees to excel at making customers over happy. Trying to get an employee to make an empowered decision takes a miracle.
Tell us something about yourself.
I have been writing on customer service longer than anyone in the world. In January 1980 I introduced the first customer service training program, Feelings. Millions of people from everywhere in the world have gone through my programs and books. I grew up in Mankato Minnesota with no money. My father died when I was 7 and I was raised by my mother.
What inspired you to write this book?
I wanted to write another book for bookstores. I was in the middle of production of a training program on Empowerment and decided this is my signature story so I might as well share my ideas on empowerment in greater detail. Empowerment is a myth. Does not happen. I wanted to help leaders understand the power of empowerment.
How did you choose the title?
Empowerment is the thrust of the book. My goal is to get everyone to make it A WAY OF LIFE. It should be used all the time. By creating over happy customers you dramatically increase revenue.
What obstacles did you encounter in getting this book published? How did you overcome them?
The book took 6 months longer to get written than I wanted. Each week we had new additions and improvements. I had to keep pushing. Writing a short book is more difficult than a 400 page book It focuses on common sense and has a variety of examples of role models and firms that haven’t a clue as to what Empowerment is.
How did you know you wanted to be a writer? How did you get started?
I have been releasing training programs on customer service since January 1980. I wanted to share my ideas with individuals and leaders who just wanted to move up without waiting for the company to fund their training. I also use professional writers, editors, proffers and designers to make the book better. The more eyes that look at the book give me better results.
Do you have any writing rituals?
Yes. Keep is simple. Focus on common sense. Make sure it is not academic. Provide ideas that can easily be used.
How do you come up with the names for your characters?
I use real names.
Did you learn anything from writing and publishing this book? What?
It takes a lot of work to produce a great book.
If you were doing it all over again, what would you do differently?
Get the book written in a much shorter period of time.
What types of books do you like to read? Who are your favorite authors?
Fiction books by Vince Flynn and customer service and personal development books. I believe I can always get better.
What is the best advice you could give other writers about writing or publishing?
It takes a lot of work, time and money.
Who is the perfect reader for your book?
CEO’s, leaders, top management, individuals passionate about customer service and people who want to move up the ladder fast.
Where can readers learn more about you and your book?