Today's Reading


People have great BS detectors. Your interest in others and your desire to make a connection must be authentic. If you are asking questions merely for appearances, just to make a sale, or to turn the conversation back to yourself, people will see through you. Not being authentic will earn you a poor reputation. You are much better served simply coming out and asking for what you want; people will respect you more. Instead of trying to manipulate people into buying products or services, you must show them you care. You need to demonstrate that you are genuinely interested in others and that you realize they are human beings with a life and not just customers you are trying to sell to.


Those who are the strongest at relationship building are extremely curious. They are dying to learn about others and their experiences. They are curious not only about subjects that interest them but also about unfamiliar subjects. They become investigative reporters, wanting to learn as much as possible about other people's lives and passions. They truly enjoy learning; they explore what makes human beings tick.


There is a lot more to being a good listener than just letting the other person talk. You need to be attentive, patient, make good eye contact, not interrupt, ask probing questions, and finally pause to process what you heard before responding.


One of our strongest human talents is the ability to empathize with another person's situation. Seeing and understanding someone's experience from their perspective, walking in their shoes, is key.


No two people are alike. No one is perfect. Everyone is flawed. Yet everyone has unlimited potential. Human beings are incredible.

Everyone has a story about their life journey—what they have overcome, their accomplishments, their incredible talents, fears, regrets, and dreams. Each human being has a story inside. The fun is discovering those incredible stories. When you truly serve people, your goal is not to make money or to get them to do what you want, but to take care of their needs and desires.


The Relationship Economy is the follow-up to my groundbreaking book, The Customer Service Revolution. In that book I explained that creating a customer service revolution means:

A radical overthrow of conventional business mentality designed to transform what employees and customers experience. This shift produces a culture that permeates into people's personal lives, at home, and in the community, which in turn provides the business with higher sales, morale, and brand loyalty—making price irrelevant.

In other words, the customer service revolution is about having a fanatical obsession to deliver the best possible customer experience, making it your single biggest competitive advantage. Revolutionary companies create "experience epiphanies" that fill a gap customers never knew existed. Since technological advancements have come at the expense of human connections, organizations now need to reinvent their business model to marry digital and human experiences in the best way possible.


In the past 25 years I have built three successful businesses, including one of the top customer service consulting firms that works with incredible companies—The Ritz-Carlton, Lexus, Starbucks, Chick-fil-A, Celebrity Cruises, and many more—and I have seen a seismic shift happening today. Technology is changing the world, and not always for the better. For all the benefits it is bringing to businesses, it is coming at a significant cost. The cost is weaker human relationships that are vital to customer experiences, employee experiences, and happiness. Focusing strictly on a digital experience will eliminate customer loyalty and emotional connection to a brand, which is why the Relationship Economy is emerging. Business leaders around the world have to take advantage of technology advancements while balancing a human experience that people crave, want, and need.

Join the Library's Online Book Clubs and start receiving chapters from popular books in your daily email. Every day, Monday through Friday, we'll send you a portion of a book that takes only five minutes to read. Each Monday we begin a new book and by Friday you will have the chance to read 2 or 3 chapters, enough to know if it's a book you want to finish. You can read a wide variety of books including fiction, nonfiction, romance, business, teen and mystery books. Just give us your email address and five minutes a day, and we'll give you an exciting world of reading.

What our readers think...