ABOUT THIS BOOK

Handbook for managers and leaders in business and orginazations who seek to enhance customer or client experience.

AUTHOR BIOGRAPHY

Greg Hatcher has earned nearly every accreditation and award posible for an insurance-sales professional: CLU, CHC, ChFC, RHU, and REBC. He started and operated The Hatcher Agency in Little Rock, Arkansas, a top-performing agency in its market. Hatcher has served hs community in many roles, recently as president of Kiwanis Club 99, one of the largest and oldest Kiwanis clubs in the world.

REVIEWS

"Following Greg's 55 Steps to Outrageous Service will result in your customers telling their friends about your wonderful business."

— Mike Brown, CEO, Arkansas Blue Cross and Blue Shield

"We provided this book to each of our account managers as required reading. "

— J. Stephen Norton, VP, United Healthcare

"Hatcher is an icon in marketing and time management. No business--regardless of size--can make a mistake by incorporating the principles in this book."

— John J. Flake, CCIM, Chairman, Flake and Kelly Commercial Real Estate

“I never tire of reading the timeless principles Greg has outlined in this most helpful book. All who work in the service industry will benefit from this quick and enjoyable read. We are indebted to Greg for motivating us to higher levels of outrageous service.”

— Russ Harington,, President & CEO,, Baptist Health, Little Rock, Arkansas

“Greg’s book is full of creative ideas for providing your customers unmatched service and ways to beat your competition. It is a must read for every salesperson and account manager.”

— Ed Choate, President & CEO, Delta Dental of Arkansas

“I have observed Greg apply these principles for many years and they work. The principles are very simple and his book should be read by all employees.”

— Gene Whisenhunt, Executive Vice President, Hickingbotham Investments

TABLE OF CONTENTS

Contents

Part One: "Outrageous Service" Philosophies

1. Just Win the Damn Ballgame

2. The Definition of "Outrageous Service"

3. The History of The Hatcher Agency

4. Outrageous Work ours (24 Hours a Day, of Course)

5. Tell People What ou Are Going To Do, and Then Do It (It ain't braggin' if you can back it up.)

6. On Your Worst Day You Must Still Be Very Good

7. The Hatcher Agency Employee Job Description

8. Brianwash Yourself on the Way to Work

9. There is No Off Switch on a Tiger!

10. Our Attitude is the Difference

11. "Outrageous Service" Means Saying No, Too

12. If I Were a Car Salesman, I Would Sell Cadillacs

13. Honesty is the Best Policy

14. Swim Upstream

Part Two: "Outrageous Service" Tools

15. A Two-Dollar Bill for a One Percent Improvement

16. Five "Thank You" Notes per Week

17. Donuts in the Morning; Cookies in the Afternoon

18. Holiday Cards

19. Progress Notes

20. Everybody Loves a T-shirt

21. Voice Mail by Request Only

22. We Deliver

23. The Enrollment Van

24. Goodwill Calls

25. Expressions of Sympathy

26. The Blue Sheet

27. Employee Birthdays and Annviersaries

28. Fax Updates

29. A Dictation Unit is a Must

30. Birthday Cards

Part Three: "Outrageous Service" Ideas

31. You Cannot Deliver "Outrageous Service" with High Turnover

32. You Have Made a Mistake That Hurts A Customer . . . Now What?

33. Administrative Bonuses for All Employees

34. Staff Meeting at 7:00 a.m.

35. Hatcher Time (The Hatcher Agency On-Time Rules)

36. Be a List Maker

37. Write It Down

38. How About a Personal Coach?

39. Seek First to Understand . . . Then to be Understood

Part Four: "Outrageous Service" Equals Outrageous Sales

40. Incentives Must Be Service-Based to Ensure Great Service

41. The Dan Gable Story

42. "Outrageous Service" Will Get You Referrals

43. You Can Have Everything in Life You Want. . .

44. Fax Information on Your Company Prior to the Appointment

45. Be a Community Volunteer

46. Become the Best at What You Do and You Will Never Have to Prospect Again

47. Cross Training

Part Five: Outrageous Education and Training

48. Fringe and Intangible Benefits Can Lower Turnover and Improve Service

49. Yes, We Have a Full-Time Trainer

50. All Employees go to Insurance School

51. Videotape Training Sessions and Give Exams

52. Read a Book a Month

53. Speaker of the Month

Part Six: Some Final Thoughts

54. Don't Be Afraid to Fail

55. Swing for the Fences