HAYWARD, Calif. — A new book describes fabric restoration company FRSTeam as a franchise that “…Wows Its Customers the Apple Way.”
In The Apple Experience: The Secrets to Building Insanely Great Customer Loyalty, author Carmine Gallo explores the methods and practices used by Apple and other innovative service pioneers like FedEx, Disney, The Ritz Carlton and Zappos.
FRSTeam was honored to be in the company of these leaders and singled out for the brand culture that has created “goose bump” moments, FRSTeam’s internal name for its “wow” customer service experiences.
In the narrative on his first meeting with FRSTeam President Jim Nicholas, Gallo reveals a common misconception after learning that FRSTeam is a fabric restoration service brand that restores clothing and other items after a smoke, fire, or water loss.
“Don’t you just pick up the damaged goods, restore them, and return them?” Gallo asks Nicholas.