Would You Do That to Your Mother? by Jeanne Bliss (a One Win Book Review)

June 27, 2019

In this One Win Book Review, we take a look at Would You Do That to Your Mother?: The “Make Mom Proud” Standard for How to Treat Your Customers by Jeanne Bliss.

Check out the video below to hear Adam’s one win that you can take away from Would You Do That to Your Mother? to improve your organization’s customer experience and customer service.

About Would You Do That to Your Mother?


Picture your mom deciphering the terms of her credit card contract, struggling through an 800-number menu for assistance, or waiting nervously for a doctor’s appointment. Imagine her joy when she finally reaches someone to discuss her warranty claim, and then her frustration when her claim is turned down three days out of warranty.

Bliss shows how to turn “gotcha” moments into “we’ve got your back” moments by rethinking leadership and business practices, and by enabling employees to care for frustrations that make customers feel like they’re sinking. The result is a playbook to help your company #MakeMomProud.

Whether you’re contemplating your company’s returns policy, its social media presence, or its big-picture strategy, this approach helps pinpoint causes of customer unrest, and opportunities to deliver joy, so your company can anticipate needs, extend patience, and show respect at all times.

For more info, go to

For more One Win Book Reviews and other great content, subscribe to our YouTube channel today!



© 2011-2023 CTS Service Solutions, LLC.
All rights reserved.

Legal Information | Privacy Policy
How to Cite this Site

Scroll to Top