Or to put it another way… Unconventional Customer Service: How-to Break the rules to Provide Unparalleled Service. This is the title of my new book and I hope you will read it. To be perfectly honest it is a lot like me… completely and totally unconventional in the traditional way.
I have taken the ideas that I have had on customer service, and utilized, for 34 years in the security field. After initially writing a 25 page customer service plan for a client, who rejected it, 20 years ago, I have now turned it into a book.
I have been told by innumerable colleagues, past and present, that my ideas won’t work and they will fail miserably. Some even went as far as saying they were idiotic and out and out stupid, not mentioning that they won’t work large scale.
Most of the time the ideas that I gave and taught to my officers, employees, and company’s I worked for did work. Some of them needed tweaking for the individual internal & external customers. But…then again what doesn’t need a tad bit of tweaking over the years and even minute to minute?
When you break the rules in providing unconventional service to your customers, and you have many more than you may think. Both internal and external customers will make the difference on whether you will be successful. You have to somehow strike a delicate balance to be able to satisfy everyone, if it is at all possible. Sometimes it won’t be, just like telling a favorite customer no.
With my time tested and customer oriented ideas in providing unconventional service it is possible, for both the front line employee as well as the C-suite of the company to provide that unparalleled service to all levels. Even better, both the company and the employee come out smelling like a tip toe through the lilac bushes instead of the garbage dump.
One of the best things that assist with the idea of breaking the rules and unparalleled service is… it can raise your customer service awareness to an extraordinary level. By doing that you can increase customer retention, customer satisfaction, increase profits, prevent many angry employees and customers (read lessen the risk of WPV), and gain even more business.
To answer some of my harsher critics in the security industry and security officers out there… Yes, customer service is a part of your job. And yes, this book can help you maintain client relations, retention of those clients, and provide excellent protection to them. Even better, you can gain the respect of the employees, either your own or clients, which can do nothing but help you in the long run to protect everyone.
I hope that you will begin to implement it into your corporate culture and strategic plans. It can help each and every level of the company. From one person operations to those with multiple locations and thousands of employees.
If you would like to see this book published, it would be appreciated if you would go to and read the Indiegogo pitch and join the revolution:
I would be happy to conduct a workshop or seminar for you at your location on unconventional customer service and breaking the rules if you would like. Just message me by sending me a request with your phone number and I’ll get right back to you!
Robert D. Sollars assists businesses and their employees to lessen their risk of WPV as well as other security/customer service related issues. You can follow him on his Facebook page, facebook.com/oneistooomany, or twitter@robertsollars2.
I May be Blind but my Vision is Crystal Clear