Donna Cutting - The Celebrity Experience: Insider Secrets to Delivering Red Carpet Customer Service

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Table of Contents

Praise forThe Celebrity Experience

Its said theres not a lot of traffic on the extra mile. Well, The Celebrity Experience goes there with its real-world examples and specific suggestions. Cuttings delightful style, blended with her focus on bottom-line results, makes this book a must for anyone who deals with the public.

Sam Horn, 15-time emcee of the Maui Writers Conference and author of POP! Stand Out in Any Crowd

As Donna Cutting highlights in The Celebrity Experience, each of us wants to be treated with personalized, compassionate, and just plain special attention. At Country Meadows Retirement Communities, we are preparing to serve the seniors of the future. The celebrity experience is exactly what Baby Boomers will expect from their independent and assisted living providers.

G. Michael Leader, President and CEO, Country Meadows Retirement Communities

The Celebrity Experience is rock solid. Not only does Donna Cutting share what any business can do to give red-carpet customer service, the examples and case studies she includes make this practical book interesting, easy to read, and, frankly, fun! Anyone who has a business or a professional practice should buy a copy immediately.

Susan RoAne, keynote speaker and author of How to Work a Room

Can everyone please read this book? I want to be treated like a celebrity! Put the person back into personal service and gain clients who love to praise you and pay you. Donna Cutting has written an enlightening, powerful, and fun guide so you can make every client feel like a star!

Chellie Campbell, author of Zero to Zillionaire and The Wealthy Spirit

To Philip and Patricia BouchardDad and Mom

Thank you for nurturing my creative dreams.

To Jim Cuttingmy best friend and husband

You are my favorite adventuring partner and my dream come true.

To Joan Brannick, PhD, Sandy Geroux, David Glickman, and Dave Timmonsmy Mastermind Partners

It is my great joy to travel this journey of not-so-impossible dreams with you.

This author is donating a percentage of her royalties to the Second Wind Dreams organization.

Preface

IMAGINE A WORLD where red carpets were rolled out for you wherever you went, where people greeted you by name, with a smile and boundless enthusiasm. Imagine feeling loved, wanted, and expected everywhere you traveled.

Imagine a life where the people you did business with knew you inside and out and bent over backward to cater to your personal preferences.

Imagine what it would be like if the people around you were so creative and committed to your happiness that they would do almost anything to ensure that all your desires, whims, and wishes were fulfilled.

Imagine...

Does such a world exist?

You bet it does. Its called Hollywood. And its reserved for an elite few.

For the rest of us, however, life plays out a little differently.

We live in a world where we cant get a real person on the phone, we cant find anyone to answer our question, and if we do find someone to help us, were often told, Thats not my department.

We live in a world where we are sometimes served by people who are so uninterested in us that they are carrying on complete conversations with a coworker while they are engaged (or should I say disengaged?) in our transaction.

We live in a world where we hear No, or I dont know, more often than Yes!

We live in a world where business is done by computers, we are known by a number instead of a name, weve got to take a number to be waited on, and where we are often made to wait by the same people who wont wait for us. (Try showing up late for your doctors appointment or your flight.)

If youre like most people, youve dreamed of what it would be like to be treated as a celebrity... even if for just a little while. Youve dreamed of being expected and warmly welcomed wherever you traveled, of having people cater to your every whim, of having planes held for you, and special tables waiting for you in your favorite restaurants.

Guess what? Your customers are wishing the same thing.

What if you could take the ball in your hands and run with it? What if you could give your customers the level of service that would make them feel like the most catered-to Hollywood star?

Impossible, you say? Not so, I say!

Honestly, it doesnt take much to make people feel like they are getting the star treatment. Just a firm belief that anything is possible and a commitment to doing what it takes to know your customers inside and out and to delight them in ways that make them say, Wow! It takes a yes attitude on the part of everyone on your team, and it takes action!

Before I elaborate, let me tell you a little bit about where I got the idea for The Celebrity Experience.

For several years, I worked in the field of elder care with seniors who live in assisted-living communities. If youve ever had to help a parent move into a retirement care community then you know how difficult it can be for everyone. It would break my heart watching children and their parents wrestle with the decision.

The elders themselves are faced with a loss of control, having others make decisions for them, losing their homes, their cars, and everything that once represented their independence. They also face their own mortality, and a move to an assisted-living community feels like giving up.

The adult children are wracked with guilt, often dealing with parents who are fighting the decision, and filled with confusion about whether they are making the right choice.

Despite what you may hear on the news or on the television ads sponsored by law firms, most elder care professionals are sensitive to this transition and bend over backward to be helpful and make it easier. However, as with many industries, they are often short of staff and are overregulated, which sometimes means that people get shortchanged as a result of the process.

Cut to the conversation I had with my friend Andrea, a marketing director at a large assisted-living company. She was telling me about an idea that she and her boss had about how they would welcome prospective and new residents to their community.

At their community, prospective residents and their family members would be welcomed by a valet at the front drive. The valet would be expecting them, and would greet them by name and with a smile as he helped them out of their car.

Another designated greeter would walk the visitors down a red carpet and into the building. Inside they would see a banner that welcomed them personally to the community.

Then they would be escorted immediately to the marketing office. As they made their way down the hallway, they would receive warm smiles and greetings from several peopleall of whom seemed to expect them and to be glad they were there.

Upon their arrival at the marketing office, they would be treated to their favorite drinks and snacks in a beautiful sitting area with a homelike atmosphere. Their host would sit right next to them and spend the next hour or so conversing with them about their likes and dislikes, their concerns and their questions. The host would listen for the questions that werent asked and answer those as well. And so on...

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