Synopsis
Whether you’re an entrepreneur looking for that competitive edge, or a long-time business on a quest to improve performance, Lessons from the Dead provides you with practical, real-life examples and “how to” advice on providing your customers with exceptional service driving both profitability and brand loyalty. From the stockroom to the boardroom, Lessons from the Dead is designed for anyone who interacts with customers. Through their sharing of stories and actionable steps, written in a simple conversational style, John & Nikki provide solutions for making your business standout from the competition. Through the application of the SOAR! PrincipleTM and CustomerMeTM mentality, you’ll learn proven techniques to astound your customers and keep them coming back again and again.You’ll also learn how to prevent turning your WOW into an OWW. The do’s and don’ts of customer service is key to developing profitable, life-long relationships. With “below par” service becoming the norm today, Lessons from the Dead will give you the tools needed to stand head and shoulders above the rest. Technology and innovative concepts drive fascination, but the human touch is what still drives customer satisfaction. No disrespect intended but anyone can write a business book based on Disney or the Ritz Carlton where people want to spend their money. You have just picked up this little gem that will tell you how John and Nikki grew their business and created raving fans with their customer base providing one of the things people don’t want...funerals.The principles shared in this book will help you, your team, and your company to take flight and soar to new heights through the application of proven techniques that bolster customer service. Although many of the techniques and examples shared are based on their business, they also provide examples of other companies that truly understand how to serve customers right.
About the Author
John is a native of St. Petersburg, Florida and a second generation funeral director and embalmer. He is a graduate of St. Leo's University with a B.A. in Business Administration and is currently pursuing his MBA with a specialization in Hospitality Management from Florida Atlantic University. He also graduated valedictorian from Gupton-Jones College of Funeral Service.
John began his career in the "family business", Anderson-McQueen Funeral Home, at an early age working weekends, summers and holidays during high school. Following the untimely death of his father, John, along with his two siblings, assumed a leadership role in the funeral home. Over the next 35 years, he would serve in a variety of roles, including Chief Operations Officer and President / CEO. In 2010, John and his wife, Nikki, who co-authored Lessons from the Dead continued to grow their family business into Florida's largest family-owned and operated funeral establishment. Known for introducing many "firsts" within the funeral industry, John was once dubbed as "the most innovative guy in funeral service." In August 2017, John and Nikki sold their family funeral business to Foundation Partners Group, a national consolidator, where he currently serves as Managing Director of Innovation & Professional Development.
John has held various leadership roles in both state, national, and international associations. He also was an adjunct instructor for St. Petersburg College Funeral Service Program. As an author, educator, and internationally recognized speaker, John and Nikki are committed to helping others improve their businesses by improving the customer service experience. In his free time, John enjoys riding his Harley-Davidson, boating, spending time with his family, and cruising. A little known fact about John is that he worked as a lumber jack, a commercial fisherman, and a gas station attendant before joining the family business full-time.
John and Nikki have two children, a daughter and son.
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