Wednesday, April 6, 2011

Everything I Need to Know about Customer Service I learned from Star Wars....

I've been thinking a lot about Customer Service lately. My company had myself and others in my department read Delivering Happiness by Tony Hsieh and now the Thank You Economy by Gary Vaynerchuck. Tony=Humble & Gary=Conceited. However, I have enjoyed both good books and both make good points, but I digress. However, I got thinking tonight that Star Wars really taught me all the lessons I need to know about Customer Service and I could have saved a lot of time had I realized this sooner. Instead of reading those books, I can just apply and teach my agents the following concepts. It's a long list, but it's shorter than the books. I've added my comments in parentheses.

  • Try not. Do or do not, there is no try.
  • Anger, fear, and aggression lead to the dark side
  • You must follow your own path, no one can choose it for you
  • Keep your promises, even if they take you far, far away
  • Pass on what you have learned
  • Wars (arguments) do not make one great
  • Faith in your friends is not a weakness
  • In your pursuit of peace and justice (and good customer service), remember, the Force will be with you…always
  • Mind what you have learned, save you it can
  • Don’t give into your anger
  • Don’t make old people angry, they might just electrocute you
  • You will find many of the truths we cling to depend greatly on our own point of view.
  • Just when you think there is no more hope, alas, there is one more.
  • Fear leads to anger. Anger leads to hate. Hate leads to suffering. (embrace the unknown and enjoy your job)
  • If all else fails, angle the deflector shields (sounded like good advice)
  • Control, control, you must learn
  • Let go of your conscious self and act on instinct
  • Don’t give into anger
  • Don’t always look to the horizon. Keep your mind on where you are and what you are doing.
  • Stay on target.
  • Your insight serves you well
  • Remember, your strength flows from the Force
  • You must do what you feel is right
  • Patience…you must have patience.
  • Let go of your feelings
  • Only Sith deal in absolutes
  • The force will be with you, always
  • Your ability to speak does not make you intelligent
  • Mesa call Jar Jar Binks. Mesa your humble servant
  • The biggest problem in the universe is no one helps each other. (change it, Anakin did)


  1. LOL. Gary, as always you've impressed. Although Jar-Jar, really? He's kinda still really lame to me ;)

  2. I wasn't going to include him, but Beth told me I needed to. However, I can make an argument for including him. Jar Jar is laid back. An important quality in customer service, he doesn't let things really bother him. As is being humble. Jar Jar was also very humble. :)