This January, Royal Blue Services launched its monthly book club with Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei and Anne Morriss. The book explores how businesses that outperform their competitors deliver extraordinary customer experiences by making bold, strategic trade-offs.
Throughout the month, employees across departments read and discussed key takeaways. One major insight was the idea that companies cannot excel at everything — they must choose what to be great at and design their operations around that priority.
For Royal Blue Services, that meant doubling down on personalized, proactive communication with customers while consciously choosing to automate and streamline lower-impact areas like billing notifications.
Team leads reported that the book’s framework provided a helpful language to align initiatives. “It validated the changes we were already making,” noted Operations Director Samir Rahman. “It gave us clarity and the confidence to commit even more fully to our strengths.”
The result? Stronger client loyalty, more strategic use of internal resources, and a growing sense of pride among employees who felt empowered to make meaningful trade-offs.