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Posted by John Faisandier on 29th May, 2009 | Comments (24) | Trackbacks
Tags: Thriving Under Fire - The Book, Transform your business, Book review

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Congratulations

Hi John

I want to let you know that I bought and have read your Thriving Under Fire book and I was very impressed.

Not only are the messages so clear and useful, but you have written in it a way that very effectively engages the reader. Well done.

I will have no hesitation in recommending the book to any of my clients who are looking for further help in that direction.

Good luck with your sales!

Regards

Heather Salmon
Apex Performance Solutions Ltd
Lower Hutt

Posted on 17 July, 2009 by Heather Salmon

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Hi John
Have just finished your book. Very readable. I have already passed it onto a workmate and have another couple in mind. Also learnt some things I need to work on myself. Well done
Mare

Posted on 18 July, 2009 by Mary Carrington

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NBR Review

Focus on service
July 23, 2009

Two books from New Zealand service practitioners have highlighted – once again – the importance of customer service in retail and service environments. The two books present quite different analyses and different prescriptions about what needs to be done.

Thriving Under Fire author John Faisandier brings an extraordinary range of experiences to the task: aid worker, catholic priest, psychodramatist, race relations mediator, drug and alcohol counsellor and now an advocate of how to deal with difficult customers.

He’s been teaching businesses how to handle difficult customers for five years, and the book is a distillation of the approach and the experiences.

He tells the story of Sophie’s Café and Bar, the staff who work there, and the customers and neighbours they have to deal with.

There’s Angus the barman, the owner’s nephew who came to Sophie “after a spot of trouble, but he’s getting the hang of it now.” His painting on the wall shows customers as the enemy.

There’s Lily, the waitress, an immigrant from Hong Kong, whose real talent is as a violinist. She’s the only one willing to serve Larry the psychiatric patient who “creeps out” Rose, the drama school student and accomplished barista.

And there’s Sophie herself for whom the café was a challenge, but the thrill of running one’s own business has disappeared under a welter of stress.

Faisandier concluded that the real problem was the way they saw difficult customers. “The emotional turmoil was creating a climate of hostility, despondency, inadequacy and blame in her and her staff.”

In Slippers the post-Parliament book from Wellington’s former Mayor and one term National MP, Mark Blumsky tells “what the plumber taught the mayor about business.”

In simple terms the plumber always wore slippers which signified an attitude that the plumber understood the home owner’s concerns about his impact on the house, and his commitment to mitigate this as far as possible. In short the plumber understood, and was committed to, his clients and took steps to protect what was important to them while doing his work.

That’s why Blumsky, the former shoe salesman, says he swept the footpath and served customers in Mischief shoes. He answered phones at the council and issued parking tickets. He learned the business of running a city by learning the city’s impact on its citizens.

His is a commitment to work in the business in order to experience what the customer gets, while Faisandier is a problem solver. He takes staff attitudes and moulds them to create better customer experiences.

Faisandier says: “I took what I had learned from dealing with people who were having trouble coping with life, and applied those lessons to the great challenge of retail and service businesses: customer service.”

Both books work to create satisfied customers, as Blumsky puts it, “so often a business’s best marketing tool.”

Thriving Under Fire – The Book by John Faisandier
Steele Roberts RRP $29.99 www.tuf.co.nz

Slippers, Service and Selling - Mark Blumsky with Neil Miller
Hodder Moa RRP $24.99

John Bishop is a passionate Wellingtonian who works as a commentator, critic, journalist and communications consultant. His work and services can be seen at www.johnbishop.co.nz where visitors can subscribe to his free newsletter on communications.

Posted on 31 July, 2009 by John Bishop

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Impressive

I do appreciate your book.
You have written it as I think all educational books should be written, as a story, novel. I see it as written for main stream and I suspect what you offer is more appropriate, more commercially digestible for the main stream than what many trainers offer.

I work best with people who have done the work you do, understand the interpersonal interaction and now want to know why ... deeper. People who want to invest in changing the way they ‘be’ so the way the spontaneously interact is inspiring. I sense you are very effective at bringing people up to survival and I like to take them beyond.

I’d love to be around you when you re working.

Thank you for the book. And thank you for explaining in it, your journey. It must feel to you like the apprenticeship is starting to truely pay off. Well done.

Posted on 1 September, 2009 by Donald Jessep

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WELL DONE

Congratulations for completing your TUF Fire Book, it is a very valuable tool for thos dealing with the Public. I will also apply some of it in my own day to day life. It is very interesting, easy to read and the message is clear, I actually couldn't put it down and read it in one day! Excellent and once again well done. I will also be recommending it to others. Kind regards Theresa Khatchian
Kapiti Coast District Council
Kapiti

Posted on 21 September, 2009 by Theresa Khatchian

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Reading Pleasure

Thank you again for the Thriving Under Fire book. I have been travelling a lot lately, and last week it was my reading pleasure. I enjoyed Sophie’s story and the way you weaved tricky concepts into a cohesive, comprehensible package for learning and development. It was a welcome reminder of some effective techniques and a trove for new ideas too. Many thanks!

Best wishes
Kris


Kristen Cooper
Kaycee Projects

Posted on 22 September, 2009 by Kris

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I'm inspired

With lots of pleasure I read your inspiring book.

What inspires me most is the connection you make between the more businesswise 'customer relationship management' with the more 'softer' methods from psychotherapy, spirituality and so on. The longer I work in the field of complaint management, service recovery, customer value management (over 10 years now) the more I am convinced that also in business the softer way brings the hardest results.

In our workshops we work with the emotion/energy ladder theory (David Hawkins), the complaint is a gift-principles (Barlow/Moller), non violent communication (Marshall Rosenberg) and the negotiation principles of Fisher/Shapiro. So your book really broadened my horizon on the human side of complaint management.

Thank you very much for that.

Eric de Haan
edh@seven.nl /> Seven Netherlands
Customer Value Management

Court of Zevenbergen 1
HB 5211 's-Hertogenbosch

www.seven.nl

Posted on 24 March, 2010 by Eric de Haan

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