Here’s a post that I thought I’d bring back because of its timeless relevance to client service excellence. Several years ago, I was practically forced to watch the movie Napolean Dynamite. Most people know the film for its popular, cult-like following. I see it as much more. Client service professional development film perhaps? I’ll let you decide as I review what Uncle Rico (John Gries) teaches us about client service. Here are just a few quotes from Uncle Rico:
On building a relationships:
UR: “My friends and clients, they call me Uncle Rico.”
On managing expectations:
UR: “How much you wanna make a bet I can throw a football over them mountains?”
On the importance of understanding our clients’ business:
UR: “Do you know it backwards and front?”
On time management:
UR: “Might as well do somethin’ while you’re doing nothin’.”
On budget stewardship:
UR: “Napoleon, you know we can’t afford the fun pack. What, do you think money grows on trees in this family? Take it back! And get some Pampers for you and your brother while you’re at it.”
On asking good questions:
UR: “Kip, I reckon… you know a lot about… cyberspace? You ever come across anything… like time travel?”
On fighting for your client:
UR: “Oh, I wrote him an e-mail sayin’ I’m gonna contact the authorities if I don’t get a refund in full.”
Of course, I could go on and on, but I’ve probably given away too much already. Now for those of you who saw the film, you’re probably thinking that Uncle Rico may have faultered a time or two – like the time he fell victim to Rex Kwan Do. But in the end, Uncle Rico was the big winner.
Listen to Uncle Rico. You and your clients could be the big winners too!
relentlessPR 
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