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The Simple Truths of Service: Inspired by Johnny the Bagger
From international bestselling author Ken Blanchard
Your competitive edge in today's business environment is all about the power of loyalty. So if you want to succeed, it's time to think outside the box of traditional customer service.
The Simple Truths of Service is an inspiring true story about Johnny, a very special young man whose creative choices will spark the way your company approaches their clients. By putting his own personal mark on each customer interaction, Johnny makes it clear that the bottom line of service is to lead with the heart.
His story, along with many others, provide a tool kit for the success of your company. After reading this book, your service team will be bursting with new ways to stand out from the crowd and really make a difference.
Your competitive edge in today's business environment is all about the power of loyalty. So if you want to succeed, it's time to think outside the box of traditional customer service.
The Simple Truths of Service is an inspiring true story about Johnny, a very special young man whose creative choices will spark the way your company approaches their clients. By putting his own personal mark on each customer interaction, Johnny makes it clear that the bottom line of service is to lead with the heart.
His story, along with many others, provide a tool kit for the success of your company. After reading this book, your service team will be bursting with new ways to stand out from the crowd and really make a difference.
128 pages, Hardcover
First published January 1, 2005
9 people are currently reading
258 people want to read
About the author
Kenneth H. Blanchard
304 books1,832 followersKen Blanchard, one of the most influential leadership experts in the world, is the coauthor of the iconic bestseller, The One Minute Manager, and 60 other books whose combined sales total more than 21 million copies. His groundbreaking works have been translated into more than 27 languages and in 2005 he was inducted into Amazon’s Hall of Fame as one of the top 25 bestselling authors of all time.
Ken is also the cofounder and chief spiritual officer of The Ken Blanchard Companies®, an international management training and consulting firm that he and his wife, Margie Blanchard, began in 1979 in San Diego, California.
When he’s not writing or speaking, Ken also spends time teaching students in the Master of Science in Executive Leadership Program at the University of San Diego. Ken can be found at www.kenblanchard.com.
Ken is also the cofounder and chief spiritual officer of The Ken Blanchard Companies®, an international management training and consulting firm that he and his wife, Margie Blanchard, began in 1979 in San Diego, California.
When he’s not writing or speaking, Ken also spends time teaching students in the Master of Science in Executive Leadership Program at the University of San Diego. Ken can be found at www.kenblanchard.com.
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Displaying 1 - 30 of 52 reviews
November 12, 2014
The concept of decent customer service has become so unknown that books must now be written about it. Here is another one, based on a grocer bagger with Down's Syndrome who helps improve his store's bottom line with simple ideas to help keep the customers flowing.
How is what you do every day making someone's life better?
It seems as though a day cannot pass without another news story of the incredibly bad customer service provided by huge companies. As a manager who's had to teach basic common courtesy to grown adults (folks, if you're over 18 this is your own responsibility), I found this book to be a quick to-the-point read to help The Lost figure out what a customer actually is and once discovered, how to, you know, provide decent satisfaction.
Great service begins with anyone.
I enjoyed some of the ideas and the fact that we are all responsible for making the customer the #1 priority. Without customers, there are no employees, so this isn't rocket science. As a customer myself, I like to be part of a family, a tribe, that will always stay loyal to me. I frequent eateries that may not be on the Michelin list but their customer service keeps me coming back...because I'm a member of their extended family. Overall, this is a good introduction to teaching our business units how to create customer success, plus it comes with a DVD for group presentations.
Book Season = Year Round (bring the customers back)
How is what you do every day making someone's life better?
It seems as though a day cannot pass without another news story of the incredibly bad customer service provided by huge companies. As a manager who's had to teach basic common courtesy to grown adults (folks, if you're over 18 this is your own responsibility), I found this book to be a quick to-the-point read to help The Lost figure out what a customer actually is and once discovered, how to, you know, provide decent satisfaction.
Great service begins with anyone.
I enjoyed some of the ideas and the fact that we are all responsible for making the customer the #1 priority. Without customers, there are no employees, so this isn't rocket science. As a customer myself, I like to be part of a family, a tribe, that will always stay loyal to me. I frequent eateries that may not be on the Michelin list but their customer service keeps me coming back...because I'm a member of their extended family. Overall, this is a good introduction to teaching our business units how to create customer success, plus it comes with a DVD for group presentations.
Book Season = Year Round (bring the customers back)
March 27, 2017
I find half the stuff written doesn't apply to real life situations.
December 12, 2023
Very short, but exceedingly worthwhile book about the simple power of focusing on providing an unique offering for customers.
March 16, 2020
I'm giving this one three and a half stars, not because I 'like/really like' it, but because it generated an emotional reaction and made me think.
Emotional reaction - the story of Jonnh the Bagger is really saccharine. An intellectually disabled young man comes up with an idea that really impacts both morale and the bottom line. The idea involves using his own time and resources to improve customer experience. This inspires other workers in the store. Some of the ideas really did seem great (rather than throwing away broken flowers, give them to customers who will appreciate them - classic win/win). Others, again, involved employees using their own resources to improve customer experience. Give 110%! Minimum wage workers on call 24/7! This does not make me 'feel good'.
The cab driver story was a lot better - because the cabbie is either self employed or a contractor. The person taking the risk (investing time, energy and money) is the person getting the reward.
The Hilton story flipped the script completely. The company put aside a set amount of money each employee could tap into to improve customer experience. Clearly this also has the potential for abuse (hence a set budget), but it allows for flexibility and I can see how it could inspire more effort being put into customer satisfaction.
No easy answers here, but, for a very small book it does provide plenty to think about.
Emotional reaction - the story of Jonnh the Bagger is really saccharine. An intellectually disabled young man comes up with an idea that really impacts both morale and the bottom line. The idea involves using his own time and resources to improve customer experience. This inspires other workers in the store. Some of the ideas really did seem great (rather than throwing away broken flowers, give them to customers who will appreciate them - classic win/win). Others, again, involved employees using their own resources to improve customer experience. Give 110%! Minimum wage workers on call 24/7! This does not make me 'feel good'.
The cab driver story was a lot better - because the cabbie is either self employed or a contractor. The person taking the risk (investing time, energy and money) is the person getting the reward.
The Hilton story flipped the script completely. The company put aside a set amount of money each employee could tap into to improve customer experience. Clearly this also has the potential for abuse (hence a set budget), but it allows for flexibility and I can see how it could inspire more effort being put into customer satisfaction.
No easy answers here, but, for a very small book it does provide plenty to think about.
August 15, 2019
Loved this book! There is no big mystery about customer service, there is nothing that we don't already know in our hearts. It's not rocket science, it's total common sense. But the stories that are used in the book to illustrate the simple truths of service are uplifting and make you think. And the truth is you have to be motivated to want to give great service. It does come from the heart. "You can't threaten, reward or coerce people to care", but I do care and there has always been a part of me that's always believed in Johnny the Bagger's simple truths.
June 16, 2017
I was forced to read this with my mother... I had no interest in reading this, but it counts for Goodreads. I would recommend this book to an adult who wants to make a difference in our world. And the book basically is about making differences, and being successful but I mean in the long run this book taught me lessons. I fell asleep when reading this so I don't know that much about it but I learned the theme, read books, they teach you things.
May 3, 2018
I get that this book was inspired by "Johnny the Bagger," but it started to get overplayed. A lot of the stories in this book were really great. Some were even better than this "Johnny" guy, but because he has Down's Syndrome I'm supposed to be majorly impressed . . . eh. It cloyed.
This book was entertaining and well-formatted. I enjoyed it.
I feel like the only people who'd understand it though are those who've already worked a customer service job.
This book was entertaining and well-formatted. I enjoyed it.
I feel like the only people who'd understand it though are those who've already worked a customer service job.
December 5, 2024
I think I’m simply not the right target audience for this book, but at least it was short. I was not interested in hearing an old, rich, white man tell me motivational stories about how the baggers and the hotel clerks of the world going the extra mile really impact the business. Did he recognize that they did a great job? Sure did; right here in this book! Did he ever… appreciate them as more than a particularly well functioning cog? No.
Blegh.
Blegh.
April 6, 2020
The way we treat customer is our signature moves that our competitor can take from us. This competitive edge is the best tool we have in the challenging marketing industry today. Great service is the one formed from out of the box thinking.
April 15, 2021
Super quick read- it’s shorter than some articles you find on LinkedIn. Well-written collection of stories illustrating exceptional customer service. The principles are timeless, though it may take some creativity to apply them to certain occupations.
June 2, 2024
Very quick, easy read. The stories are inspiring to anyone who takes pride in their work and wants to set themselves apart from their competition by building great relationships with clients/patients/customers.
January 25, 2018
It was super fun to read. But, the best way to find out if it was beneficial or not, is to practice it in real life.
May 10, 2018
Loved this book! Read it many years ago. A good reminder for sure!
July 29, 2018
Excellent book. I really loved the read.
December 20, 2018
Simple but excellent advice for anyone in a service position and really almost everyone is.
November 26, 2020
I have no idea where this book came from. It’s like a spammy email set to stock photography. Going to add it to the collage scrap pile 🤪
January 8, 2021
Great book on making your work your own and giving awesome service.
January 21, 2021
Really good book. Short stories that I used in weekly team meetings to motivate and help my work team look at situations differently and find a positive outcome.
June 6, 2023
Every one of us can make a difference!
August 31, 2023
Very short sweet business book about the impact and importance of excellent customer service.
August 14, 2024
will try to keep in mind in my job 🫶
December 31, 2024
Based Johnny and his extra chromosomes :D
May 16, 2025
Read for work. Super fast, easy read. A bit repetitive though.
October 12, 2022
Really GREAT reminder of how to help customers with what is part of your personality. What you can bring to the job. Main story is of adult with Down Syndrome who makes the best customer service choice.
January 17, 2023
If you work in the service industry this is a must read!
March 5, 2017
Great read! Highly recommend for everyone to read whether you work with the public or not.
October 29, 2023
I would like to start by thanking my kids for sticking to the daily routine that we the parents had set out to do. It is only with this gesture from them could I check out books from the library with them, start reading with them and be on these reading adventures with them.
The Simple Truths of Service isn't lengthy. Most people should finish it over a cup of coffee. The book is about how contagious a heart-driven personal service can have on your audiences. Anyone inside a company, big or small, who believes in great service can have positive impact in people's life and in return a better company image, a more loyal client base, happier staff etc. Whether it's Johnny the Begger, Wally the Cab Driver or Billy Graham the Saturn Sales, you could make a differences on providing a signature service that comes from the heart.
Book is very straight to the point. It can be easily absorbed. For me, it's a very good one to jump start reading. Hope it can be for you too~
The Simple Truths of Service isn't lengthy. Most people should finish it over a cup of coffee. The book is about how contagious a heart-driven personal service can have on your audiences. Anyone inside a company, big or small, who believes in great service can have positive impact in people's life and in return a better company image, a more loyal client base, happier staff etc. Whether it's Johnny the Begger, Wally the Cab Driver or Billy Graham the Saturn Sales, you could make a differences on providing a signature service that comes from the heart.
Book is very straight to the point. It can be easily absorbed. For me, it's a very good one to jump start reading. Hope it can be for you too~
March 10, 2015
Ken Blanchard is an incredibly established writer, and in this short book he talks about one of my favorite topics – customer service. Blanchard quickly sets the stage, and then tells the story of a person named Johnny – a bagger in a grocery store with Down syndrome. Johnny cares about customer service, and thinks to himself what he can do to delight the customers in the store from his position as a bagger. He decides to come up with a “thought of the day,” and asks his father to help him each night print out a number of pieces of paper with his thought of the day. He then puts one thought per order in the bags. Quickly, customers only want to check out in Johnny’s line, and some customers change their shopping patterns altogether to come more frequently to the store to get their thought. It is a wonderful story about the impact an individual can have, and it is contagious in the store as well.
Blanchard then goes on to list some lessons from this story. The lessons are:
1) Great Service Inspires Stories
2) Great Service Uses Outside-the-Box Thinking
3) Great Service Is a Choice
4) Great Service Starts with a Clear Vision
5) Great Service Requires that Everyone Catch the Vision
6) Great Service Surprises People
7) Great Service Begins with Anyone
8) Great Service Goes the Extra Mile
9) Great Service Brings Customers Back
10) Great Service Comes from the Heart
In truth, great customer service is as important as the products and services that a company offers. Great customer service requires discipline and desire, and it can be an incredible differentiator in the lives of customers. This is a short and simple book, but a very good one.
See my other reviews here!
Blanchard then goes on to list some lessons from this story. The lessons are:
1) Great Service Inspires Stories
2) Great Service Uses Outside-the-Box Thinking
3) Great Service Is a Choice
4) Great Service Starts with a Clear Vision
5) Great Service Requires that Everyone Catch the Vision
6) Great Service Surprises People
7) Great Service Begins with Anyone
8) Great Service Goes the Extra Mile
9) Great Service Brings Customers Back
10) Great Service Comes from the Heart
In truth, great customer service is as important as the products and services that a company offers. Great customer service requires discipline and desire, and it can be an incredible differentiator in the lives of customers. This is a short and simple book, but a very good one.
See my other reviews here!
May 16, 2014
The world of yesterday is most different from the world of today. Today’s world revolves on services. If you can’t or won’t do the job there are other that would gladly take your place. They would more and likely learn from your mistakes and improve upon them. Thus giving the customer to expect more from the services they receive. There is a correlation of ones fingerprints and the performance they present in a job. Take the uniqueness of this and place it in the presentation to ones customers.
I felt a theme of uniqueness from the author(s). One would call this specializing the customers experience. I feel that anyone in the customer service field should know this as a part of their daily mantra. Customers that feel special valued and feel they will be cared for and appreciated. There are a few tag lines thrown in to as examples.
Johnny the bagger could be an inspiration to more people. He went that extra mile to make the customer experience a good one. No matter what one thinks to provide good service is a choice to do or not and it all starts with a clear vision in hand. Once there is a clear vision, this most be shared and understood and can begin with the very next person you come in contact with. This little extra shows you are going that extra mile and that will bring customers back to you.
I found this book to be okay for the subject matter. I found nothing to be over the moon about it. It was as it said in the title the simple truths. If you go into this book looking for a great mystery to be solved and you are a CSR in any capacity, then you have certainly in the wrong field of employment.
I felt a theme of uniqueness from the author(s). One would call this specializing the customers experience. I feel that anyone in the customer service field should know this as a part of their daily mantra. Customers that feel special valued and feel they will be cared for and appreciated. There are a few tag lines thrown in to as examples.
Johnny the bagger could be an inspiration to more people. He went that extra mile to make the customer experience a good one. No matter what one thinks to provide good service is a choice to do or not and it all starts with a clear vision in hand. Once there is a clear vision, this most be shared and understood and can begin with the very next person you come in contact with. This little extra shows you are going that extra mile and that will bring customers back to you.
I found this book to be okay for the subject matter. I found nothing to be over the moon about it. It was as it said in the title the simple truths. If you go into this book looking for a great mystery to be solved and you are a CSR in any capacity, then you have certainly in the wrong field of employment.
February 15, 2008
I love this book! Made me cry a few times- but uplifting! It's a quick little read from my boss- all about service, going the extra mile, putting your signature touch on everything you do, surprising everyone you meet with your genuinity, and choosing to meet each day soaring instead of quacking. It's a book from this awesome company called Simple Truths, check it out at www.simpletruths.com, but I don't think it's available in libraries yet or anything- it has to be ordered from the distributor directly. The little books are powerful and I LOVE all the ones I've read. They make awesome gifts, too.
Displaying 1 - 30 of 52 reviews