On July 16, the much-anticipated book Nincompoopery – Why Your Customers Hate You – And How to Fix It by John R. Brandt was released to the public. I was fortunate enough to receive an advance copy during BookCon, a major book expo held at the Javits Center in New York City. Not only did I get the chance to read this insightful book ahead of time, but I also had the pleasure of meeting the author himself and discussing his work.
The Frustration of Poor Customer Service
Imagine this scenario. You’re on hold with companies like American Express, AT&T, or Cablevision. Minutes feel like hours as you wait to speak to someone. When you finally connect with a representative, you explain your issue, only to be put on hold again, then transferred, and forced to repeat your story to yet another agent. By the end of this exhausting process, you’re thinking unkind words like “nincompoops” (or worse) as your frustration boils over.
Sound familiar? That shared pain is what makes Nincompoopery such a timely and practical read for business owners.
What Is Nincompoopery About?
At its core, Nincompoopery is a guide for business leaders to avoid customer frustration by focusing on three key pillars: innovation, talent, and process. John R. Brandt, CEO of The MPI Group and an expert in leadership effectiveness, outlines strategies for improving the customer experience.
According to Brandt, companies need to stop driving their customers crazy and instead focus on simplifying, de-stressing, and improving their lives.
“Customers are more stressed out than ever,” Brandt writes. “How can you make their lives simpler, happier, and less stressful?”
The book delivers actionable advice for addressing this challenge.
Innovation and Talent for Better Customer Service
To start, Brandt explains how innovation can set a business apart. He encourages leaders to put themselves in their customers’ shoes and identify innovative ways to meet their needs.
Next, Nincompoopery emphasizes the significance of hiring the right people. Brandt argues that the wrong hires can hurt your business and alienate your customers. Strong teams that align with the company’s vision and values are key to delivering exceptional service.
Every business owner can relate to this point. We’ve all seen how the wrong talent can negatively impact customer experiences.
The Power of a Good Process
Brandt’s final focus area is process improvement. He advises business leaders to take a hard look at their organizations and assess their strengths, weaknesses, and areas for improvement. Ask yourself these questions:
- What do we do poorly?
- What do we do just fine?
- What do we excel at?
Once you’ve identified these areas, create a plan to fix what isn’t working while ensuring that you don’t neglect the things your business is already doing well.
Why You Should Read Nincompoopery
One of the book’s standout features is its structure. Each chapter concludes with a comprehensive wrap-up distilling the key points discussed. This makes it easy for readers to apply the lessons to their businesses.
Nincompoopery’s writing style is straightforward and engaging, making complex business concepts accessible to anyone—from seasoned entrepreneurs to new business leaders.
If you’re a business owner or someone in a leadership position looking to enhance customer experience, Nincompoopery offers invaluable insights into innovation, talent management, and process improvement.
Where to Get Your Copy
Nincompoopery – Why Your Customers Hate You – And How to Fix It is a must-read for anyone aiming to thrive in today’s competitive marketplace. Grab your copy today on Amazon and start transforming how your business approaches customer service and innovation.
John R. Brandt has written a well-organized, insightful book that provides actionable solutions to common business challenges. If you’re ready to stop driving your customers crazy and start building a brand they’ll love, this book is your roadmap to success.
