Lessons from the Dead – Breathing Life Into Customer Service

Lesson From The Dead

Whether you’re an entrepreneur looking for that competitive edge, or a long-time business on a quest to improve performance, Lessons from the Dead provides you with practical, real-life examples and “how to” advice on providing your customers with exceptional service driving both profitability and brand loyalty.

From the stockroom to the boardroom, Lessons from the Dead is designed for anyone who interacts with customers. Through their sharing of stories and actionable steps, written in a simple conversational style, John & Nikki provide solutions for making your business standout from the competition. Through the application of the SOAR! PrincipleTM and CustomerMeTM mentality, you’ll learn proven techniques to astound your customers and keep them coming back again and again.

You’ll also learn how to prevent turning your WOW into an OWW. The do’s and don’ts of customer service is key to developing profitable, life-long relationships. With “below par” service becoming the norm today, Lessons from the Dead will give you the tools needed to stand head and shoulders above the rest. Technology and innovative concepts drive fascination, but the human touch is what still drives customer satisfaction.

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I just finished reading Lessons from the Dead by the McQueen dynamic duo! It is a helpful, practical read with tips and questions that got me thinking or re-thinking some of our business practices and ways to improve. As an Executive Recruiter, I don't work in a retail space or from a traditional office where I would face clients or candidates in person on a daily basis. Much of my work is done over the phone, online and at trade events. Dress code, office/retail cleanliness, environment and a welcoming face to the customer, that the McQueen's discuss in their book, are important even without a traditional office environment. I started to think of how I could apply these principles for my work. When jotting notes down for my "flight plan" I realized I can fast-adapt SOAR over the phone, online and when I travel on business. I'm excited to try it out with my virtual office colleagues and team mates. A good read!

Mary Brockman, vice president, managing director

source executive search | consulting
From Mary Brockman
“Definitely a 5 Star read for anyone in any profession ranging from ownership to management and all the way down. The book is an easy read and presents the information so well. I really enjoyed the examples and the quotes especially pertaining to the funeral business. There are many things we forget in life and this book helps us keep the small and big things in focus to provide the best customer service. This book reminds us to focus on who we are, the potential we have and how great we can be as an individual within a company and a company as a whole! Anyone that reads this book will SOAR!”
From M. Kyle Kiser
“What Nikki and John present here is a guidebook for effective customer service, regardless of the business you’re in. It’s an invaluable tool for any professional organization; their insights are profound yet practical ingredients of best-in-class performance. Read and absorb, and you will learn how to “SOAR” to new heights like never before.”
Mark Panciera, Partner Pacific Institute
From Mark Panciera
“Finally, a book with true substance that I can use immediately! The McQueens have me wowed on how to make my customers’ experience the very best it can be!”
Rob Meredith, VP Business Development PRECOA
From Rob Meredith
“If your business is not creating the type of an environment and delivering a unique customer service experiences, that today’s consumer has come to expect, then this book is a must read for you. Using the S.O.A.R process outlined in this book, you will discover how to create your company's greatest competitive advantage, a culture that is unparalleled customer experience."
Gary O’Sullivan, CCFE The Gary O’Sullivan Company
From Gary O’Sullivan
“I have a short list of invaluable books which I read and reread periodically because they give me inspiration and insight for business, leadership, discipline and life. John and Nikki McQueen have created in “Lessons from the Dead” a bible for the way to foster and build relationships with staff, colleagues, clients and society. My short list of books has grown - thank you John and Nikki.”
James Metzger Founder, Chairman & CEO WHITMORE Group LTD.
From James Metzger
“I highly recommend this remarkable book for anyone involved in any form of customer service. It’s filled with great stories, terrific ideas and actionable steps you can take to immediately up your game. It’s a must read!”
Jason Jennings, Author of the NYT, WSJ AND USA TODAY bestsellers, Less IS More, Think BIG-Act Small and The Reinventors
From Jason Jennings

About the Authors

John and Nikki McQueen have close to 60 years of combined experience leading teams and serving customers with excellence. John spent his career working with customers during the most difficult time of their lives…the loss of a loved one. Nikki spent most of her career in sales and marketing for Fortune 500 companies in the Tampa Bay area. Together, they grew their business into the largest family-owned funeral company in Florida before selling … Read More About John & Nikki about About the Authors

Lesson From The Dead

Praise For Lessons From The Dead

From Mary Brockman

From M. Kyle Kiser

From Mark Panciera

From Rob Meredith

From Gary O’Sullivan

From James Metzger

From Jason Jennings