The Fred Factor by Mark Sanborn (Read Via Kindle for iPad)

This was an absolute random book purchase based on a recommendation that I saw on a manager’s congratulation letter that was framed in an auto-glass place. I am always on the pasture for a random customer service book.

Sadly I really was disappointed. The book is about the author’s perplexion on his local mailman (Fred) that delivered mail to his house. Notably how the mailman went above and beyond his basic duty of making sure that the mail ended up in the proper box everyday. He communicated with his customers, and helped out in what ever way he could in making their lives easier and better. For example holding mail, making sure everything is ok, providing support etc. Sanborn then goes on to give examples from other professions for most of the rest of the book with one notable exception. In the end he highlights some key points in becoming a passionate caring person.

Now don’t get me wrong the book does a good job in explaining the passion that most people don’t put into their jobs. However coming from years of working a service job in IT (in both Consumer and Enterprise), this books comes off as very shallow. It does not go into how as an employer, you need to monitor, track and reward employees for these types of actions. Plus on the other side of that equation, what happens if people’s expectations would be raised to the point were they start expecting handouts? How do you maintain that delicate balance? Also this book was very singularly focused. To offer that level of service as a team and keeping that team together and consistent is very hard, especially when costs are involved.

I can only give the book a 4/10 for being so shallow on the complex subject of customer service. It might be good for an end user employee, but it provides very little guidance on managing the techniques for managers/team leaders.