Nincompoopery – Why Your Customers Hate You – and How to Fix it was released to the public on July 16. I was given an advance copy at BookCon, a major book expo at the Javitz Center in New York City. There, I met the author, John R. Brandt, and I had the opportunity to talk with him about his new book.
Background
Have you ever been on hold with American Express or AT&T or even Cablevision and you feel like hours have passed? When someone gets on the phone, you tell them your story. They put you on hold. You tell someone else the same story and this goes on and on and on until you finally get the right person. But, at some point, you are so aggravated that you are calling them all nincompoops (or something else) in your head.
About the book
Nincompoopery tells the business owner how to avoid this by focusing on innovation, talent and the process. In a well-written book, John Bradt, who is the CEO of the MPI Group, which studies the effectiveness of leadership, tells the reader that he should focus on the customer’s needs.
“Customers are more stressed-out than ever,” Brandt writes. “How can you make their lives simpler, happier and less stressful?”
Brandt tells the reader that it’s important to find the right talent. By finding the wrong talent, you can lose your customers.
How many of us have done that?
Lastly, Brandt writes about the process. He tells the reader to look at your company and determine what you do wrong, what you do okay and what you do great. Then jot down how you can fix it by not neglecting what you do great as well.
Final thoughts…
Nincompoopery is well-written and well-organized. At the end of each chapter, John R. Brandt gives a wrap up of what was discussed.
This is a helpful book to anyone who owns a business or is in a position to help the business owner succeed in today’s competitive world. You can pick up a copy on Amazon.
