Feargal Quinn founded the Superquinn supermarket chain in Ireland and has spent his life championing customer service.
He was an Irish Senator, worked in television and has written a number of internationally published books. His 1992 book 'Crowning the Customer' has sold more than 50,000 copies and been translated into French, Italian, Spanish, Japanese, Arabic, and a host of other languages.
Show Notes:
1.10 - Red Island and the start of a customer service journey – 3.37 - Keep them coming back, the Boomerang Principle - 4.30 - Self-service supermarkets and basket ‘theft’ – 7.00 – The Dundalk Cornflake War - 10.20 - People, service culture an having fun – 11.40 – An elephant in Sutton – 12.50 – hiring for attitude, not experience - 16.52 - The power of words, ‘support office’ and ‘colleagues’ - 18.15 - Leadership and visibility are key - 19.20 - Stand-up meetings - 21.20 - Building pride and connecting staff to the company - 23.15 - Going the extra mile - 24.20 - Leadership isn’t just from above - 25.10 - Mentoring in Superquinn, not rules but ethos – 26.40 - Holding up a mirror to bad behaviour – 30.00 The tough job of telling family and colleagues about the sale of Superquinn - 33.34 - Feargal’s role models - 36.14 - Feargal’s advice for his 20-year-old self