Legendary Service Book Summary - Legendary Service Book explained in key points
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Legendary Service summary

Ken Blanchard, Kathy Cuff and Vicki Halsey

The Key Is To Care

4.4 (48 ratings)
14 mins

Brief summary

Legendary Service by Ken Blanchard, Kathy Cuff, and Vicki Halsey is a guide to delivering extraordinary customer service. It provides simple yet effective techniques for creating a service-oriented culture that can transform the customer experience and drive business success.

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    Legendary Service
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    Legendary service is all about building relationships that promote business success.

    We all value good customer service. Yet simply instructing your staff to “be friendly” to customers isn’t enough.

    The truth is, you have to genuinely care about your customers’ needs to keep them coming back – and for that, you need a real service strategy. In other words, you need legendary service, which at its core is about building relationships that promote business success.

    There are two kinds of relationships involved in legendary service. The first is the relationship you have with your employees, or your internal customers.

    This is important! If your people feel valued, they’ll enjoy coming to work and they’ll share this positive attitude with customers. Thus managers need to create an environment that motivates.

    The second relationship is with your external customers. This is where legendary service is crucial. You want to deliver the kind of service that’s so consistent and smooth that customers will return to you, instead of seeking out a competitor.

    Neglecting legendary service and letting bad service be the norm can have dire consequences for a business. Kelsey, a university student working in a discount store, learned this firsthand.

    One day at work, a customer asked to return a defective coffeemaker. The customer unfortunately couldn’t find the original receipt; and although Kelsey wanted to help the customer and accept the broken item, her manager refused to accept a return on a used item without a receipt.

    The customer protested and then left angrily, never to return. Kelsey was frustrated that she couldn’t help the customer, and ultimately, this experience diminished Kelsey’s work satisfaction. She had to drag herself to her next shift, the previous day’s unpleasantness still in her mind.

    To avoid scenarios such as these, managers and business owners should follow the ICARE model. We’ll explore this model in the following blinks.

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    What is Legendary Service about?

    Legendary Service (2014) outlines the principles of great service and describes just how you can implement them in your company. As interacting with customers is a key element in almost any business, following this model is a surefire way to improve your company’s performance overall.

    Legendary Service Review

    Legendary Service (2019) is a valuable read for anyone interested in delivering exceptional customer service. Here's why this book is worth your time:

    • With its practical strategies, it equips readers with the tools to create memorable experiences and build customer loyalty.
    • By exploring real-life case studies and sharing actionable advice, the book offers valuable insights on creating a service culture that sets businesses apart.
    • Its engaging storytelling style and relatable examples make it a thoroughly enjoyable read, ensuring that boredom is never a concern.

    Best quote from Legendary Service

    Simply put, companies can achieve Legendary Service by showing their customers they care about them.

    —Ken Blanchard, Kathy Cuff and Vicki Halsey
    example alt text

    Who should read Legendary Service?

    • Anyone who owns a business
    • Anyone who is passionate about great service
    • Service employees who want to change their working environment for the better

    About the Author

    Ken Blanchard is an entrepreneur and author specializing in management issues. His bestselling book, The One Minute Manager, sold more than 15 million copies. His company, Ken Blanchard Companies, offers international management training and consulting services.

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    Legendary Service FAQs 

    What is the main message of Legendary Service?

    The main message of Legendary Service is delivering exceptional customer service to create customer loyalty and business success.

    How long does it take to read Legendary Service?

    The reading time for Legendary Service varies. However, the Blinkist summary can be read in just 15 minutes.

    Is Legendary Service a good book? Is it worth reading?

    Legendary Service is a fantastic read for anyone looking to enhance their customer service skills. It provides practical strategies and insights for delivering exceptional service.

    Who is the author of Legendary Service?

    The authors of Legendary Service are Ken Blanchard, Kathy Cuff, and Vicki Halsey.

    What to read after Legendary Service?

    If you're wondering what to read next after Legendary Service, here are some recommendations we suggest:
    • The Customer Service Revolution by John R. DiJulius III
    • The Automatic Customer by John Warrillow
    • Be Our Guest by Disney Institute and Theodore Kinni
    • Selling the Invisible by Harry Beckwith
    • It Worked for Me by Colin Powell with Tony Koltz
    • Learn Better by Ulrich Boser
    • Change Your Questions, Change Your Life by Marilee Adams
    • Sales EQ by Jeb Blount
    • The 7 Habits of Highly Effective People by Stephen R. Covey
    • Crucial Accountability by Kerry Patterson