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Paperback $18.99

*NEW*

CARE Packages For Your Customers - An Idea a Week to Enhance Customer Service

C = Creative Communication

A = Atmosphere and Appreciation for All

R = Respect and Reason for Being

E = Empathy and Enthusiasm

CARE to build a customer-focused company!

Are you building enough customer loyalty in your organization? Bestselling business author Barbara Glanz has created the ideal, hands-on customer service survival kit to help you keep your customers coming back for more. Care Packages For Your Customers gives you 52 proven, actionable ideas for providing extraordinary service, increasing sales, and ensuring continual business success. By implementing one technique per week, you'll deliver a complete CARE package of exceptional customer service.

Providing examples of each technique and tips for successful implementation, this solution-oriented tool also includes:

• Self-assessments, brainstorming exercises, checklists, and worksheets
• Real-life examples of how companies have created enhanced experiences for their customers
• Helpful "how-to" tips on obtaining customer feedback, organizing employee focus groups, and boosting employee performance
• Unique, time-tested strategies for doing business, such as The Emotional Bank Account, The Five Loyalty Builders, and The Eleven Commandments for Good Listening

You can make every interaction with a customer meaningful, memorable, and beneficial for your business. All you have to do is CARE!

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Hardcover $15.95

The Simple Truths of Appreciation book & DVD

Book plus 3 minute DVD

Book & DVD $19.95

*NEW*

The Simple Truths of Appreciation: How Each of Us Can Choose to Make a Difference

65% of American workers said they received NO appreciation all last year for the good work they had done. Yet the second most important thing people want from their jobs is full appreciation. Why is there a disconnect? Because most of us are just too busy! In this beautiful and inspiring book Barbara will share ten simple truths as well as heartwarming stories about appreciating others which you can immediately apply both in your work and your personal lives. The beauty of appreciation is that we can each give it to anyone we choose for no cost except our awareness and a few moments of our
time.

Genuine recognition of a job well done carries more impact than a jackhammer and its effect can transform lives. Knowing memories are long, Barbara tells us stories of recognition and appreciation that touch both our hearts and minds.

Christi L Gibson
Executive Director
National Association for Employee Recognition

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Paperback $13.99

*NEW *

What Can I Do?  Ideas to Help Those Who Have Experienced Loss

Augsburg Fortress, 2007.

How can anyone truly help someone who has experienced a loss? This book is a collection of simple, concrete ideas gathered directly from those who have experienced suffering and loss, ideas of things that helped them feel cared for and comforted.

Barbara Glanz knows grief from personal experience. Her son died at a very young age and her husband of many years died recently. Although the ideas in the book come primarily from people who have lost a loved one, most of the ideas are applicable to any kind of loss: the loss of a job, a divorce, the loss of a relationship, the loss of a pet, the loss of health, a move, or desertion.

Written for the person who wants to HELP the one who is grieving, this book is filled with immediately practical ideas as well as long term, specific ways to help someone move from grieving to growth, and eventually to cherishing memories.

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Paperback $9.95

*NEW*

180 Ways to Spread Contagious Enthusiasm^TM

Walk the Talk Company, 2006.

Happy workers will be more productive workers! In this heartwarming handbook, Barbara Glanz gives you dozens of morale-boosting ideas to help you bring more kindness, communication, respect, and appreciation to the place where you work. Whether you are an employee or a manager, you can learn to "spread your contagious enthusiasm^TM" and make a difference every single day!

According to Gallup’s latest research, only about 12- 15 % of American workers are giving their very best to their jobs.  8-10% are burned out.  But that leaves 75-80% of our American workforce just doing enough to get by.  Just think what could happen to your organization and our whole economy if these folks were fired up  and encouraged to be fully engaged in their work!  Barbara’s book lists 180 simple, no cost or low cost ideas to help spread contagious enthusiasm to boost morale, retention, and ultimately productivity in your workplace.  The bottom line is ‘Happy employees are more productive employees,’ and this book will inspire everyone in your organization that they can make that happen each day.

Advance praise for 180 Ways to Spread Contagious Enthusiasm^TM

"Barbara Glanz has done it again. Her book, 180 Ways to Spread Contagious Enthusiasm^TM, focuses on her sweet spot. Spend ten minutes with Barbara and your energy goes up. Read this book and you'll lift the energy of everyone around you."

Ken Blanchard, coauthor of The One Minute Managerand Whale Done!: The Power of Positive Relationships.

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Hardcover $15.95

The Simple Truths of Service book & DVD

Book plus 3 minute DVD of the Johnny story which the book is based on

Book & DVD $19.95

The Simple Truths of Service, narrated by Barbara Glanz

The Simple Truths of Service -- Inspired by Johnny the Bagger

Written by Ken Blanchard & Barbara Glanz, 2005.

An unforgettable true story about a young man with Down Syndrome, who changes the culture of a grocery store by being creative and giving the customers more than they expect.

Best-selling authors Ken Blanchard and Barbara Glanz have written a book that your company can use to reshape their culture around serving the customer. Designed by Michael McMillan (The Race and Paper Airplane), this book will become a customer-service classic. This story will grab your heart and get your creative juices flowing on ways to create "customer enthusiasm" in your organization.

"Johnny’s story captures a universal truth of service – lead with the heart.  It teaches us that regardless of our business or position, we can all make a difference if we have the courage to try."

- Mac Anderson, founder of Simple Truths and Successories


" These stories of extraordinary service provide a tool kit for success, no matter what one's position in life may be. "

- Bob Danzig, Author/Speaker/Professor
Former CEO Hearst newspapers


“This is a terrific book that brings the essence of customer service to life.  Everyone at our meeting loved it.”
- Jerry Calabrese, Vice President, McDonalds Corp.

 

This book will NOT be sold in bookstores or on Amazon.com!

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Paperback $14.95

Balancing Acts -- More Than 250 Guiltfree, Creative Ideas to Blend your Work and your Life

Dearborn Trade Publishing, 2003.

Quit trying to balance your life - there is a better way! .In this quick-read, "how-to" book, Barbara suggests dozens of easy, effective, healthy ways to BLEND other areas of your life - Family, Friends, Health, Spirit, and Service - into your Work life. Each chapter is divided into:

• Ideas that INDIVIDUALS can adopt to add more peace and joy to their lives.
• Ideas that ORGANIZATIONS can promote and champion in their work/life programs, management styles, and policies and procedures to reduce stress and create employee loyalty.

Not only will it help banish guilt, but it is a great resource for both employees and employers alike.

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Paperback $16.95

Handle with CARE --
Motivating and Retaining Employees Creative, Low-Cost Ways To Raise Morale, Increase Commitment, And Reduce Turnover

McGraw-Hill Trade Catalog, Summer 2002.

Recent studies show two astounding facts that impact every organization: Only 12-15% of American workers give their very best to their jobs, and people do not quit organizations; they quit bosses. Based on research with over 1200 non-management employees across industries, this book is a resource and guide to help supervisors and managers in any organization:

• To understand what their employees REALLY want.
• To "whack" their thinking with dozens of simple, low cost, creative ideas that they can implement in their workplaces to motivate, encourage, and retain their employees.
• To give them tools to measure how they are doing as managers.

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Paperback $16.95

CARE Packages for the Home
Dozens of Ways to Regenerate Spirit Where You Live

Andrews McMeel, August 1998.

In this book Barbara offers countless ways to help families forge more caring, creative and joyful places to live. Through ideas and stories from real-life families, schools, and neighborhoods, Glanz encourages readers to take action by adapting the ideas to their own families. Whether your family is a traditional family, a single-parent family, a blended family, an extended family, or a retired family, this book contains special ideas just for you! Oprah has requested a copy of this book for possible inclusion on her show.

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Paperback $14.95

CARE Packages for the Workplace
Dozens of Little Things You Can Do to Regenerate Spirit at Work.

McGraw-Hill, New York: 1996

This "how-to" book, with a foreword by Ken Blanchard, explains how a company can improve morale, retention, productivity, and team spirit among its employees. It is a delightful compilation of immediately applicable action ideas that anyone can adapt to their own work situation, wherever that may be. The book discusses how to integrate into your organization the elements of a spirited workplace - Creative Communication; Atmosphere and Appreciation for All; Respect and Reason for Being; and Empathy and Enthusiasm. The multitude of creative ideas, most of which cost no money, will touch your heart and spirit and will make a difference in your workplace every single day.

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Currently
out of print

*Coming soon in
e-book format*

The Creative Communicator
399 Ways to Make Your Business Communications Meaningful and Inspiring

McGraw-Hill: 1993; Revised 1998.

The average American worker gets 274 communications a day, so we are all bombarded with information. This book is an idea-generating resource filled with hundreds of ideas that real-life individuals and organizations are using all over the world to creatively communicate their commitment to customer service and other organizational values in order to get their communications heard and heeded. It will "whack" your thinking and get your creative juices going! Some of the chapters are: Written; Electronic; Face-to-Face; Daily Affirmations; Rewards and Recognition; Enhancements and Reminders; Measurements; Recoveries; and Personal Executive Actions.

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Currently
out of print

*Coming soon in
e-book format*

Building Customer Loyalty
How YOU Can Help Keep Customers Returning.

McGraw-Hill: 1994.

This book is the best selling book in the Business Skills Express series. It is written in an interactive workbook format for frontline through middle management on how to apply the research on customer loyalty to their own jobs. It has sold thousands of copies because organizations are finding it a valuable resource to use for all employees. Some of the chapters are: "Core Service and Customer Service;" "Customer Loyalty in Action;" "Acquisition vs. Retention;" "Complaints Can Add to Loyalty;" and "Creating Customer Loyalty: Your Role."