Customer Reviews

The Customer Comes Second

5 star:		(15)
4 star:		(1)
3 star:		(0)
2 star:		(1)
1 star:		(0)

 

 

The Customer Comes second may be just what your company needs to bring FUN back into the workplace while your customer's benefit from incredible innovative customer service. This is a multi faceted book jam packed with creative ideas to help your company. Hal Rosenbluth & Diane McFerrin Peters share Rosenbluth's secrets to becoming the Global Travel Management Firm they are today while also having been named one of the Top Ten Best Companies to work for! I have used these ideas repeatedly to help my company, and I am already beginning to see the positive effect that putting my employees first is having on them as well as on my clients. What a great message this is in today's world. I was reviewing some ideas in the book recently while traveling & the person next to me had read it, and was raving about it's unique content & practical approach. I highly recommend reading this book. It stands above the rest on the never ending bookshelf of business self help books.

I had the pleasure of attending a speech by one of the authors of this book, and was very impressed with the business philosophy and subsequently with the book itself. Any company desiring to remain competitive, and even to excel, in today's excruciatingly tight labor market could benefit from the ideas and concrete, real-life (and very interesting) examples provided. Any consumer can tell a story or two about the very positive or negative image a company projected through one of its employees--the "face" that company presents to its customers, for better or worse. This book is a real wake-up call to industry, and offers substantive advice which can improve any business from the ground up. Greater employee loyalty and enthusiasm, plus the concomitant benefits to customers, could result from implementation of these sound ideas. As a business owner of many years, I recommend the book very highly.

As an Executive Coach and a close observer of many corporate cultures it did my poor old tired heart a world of good to read this book. If what Hal Rosenbluth says about his company is even half true, it puts his organization at the forefront of employee value and relationship management. Beyond all that, it makes perfect common sense. Why we would think in our wildest imagination that an employee who does not feel valued by his employer would not transmit that lack of appreciation to his customers, is a mistery to me. The first 100 pages of this book are not be missed by any company who truly wants to improve their workplace culture, increase the productivity of their workforce and cut their turnover rate down dramatically. Read it and implement any one of the outstanding programs explained within and watch s shift in morale and productivity start right away. This book is a keeper and an excellent reference source. I could not recommend it more highly.

I enjoyed this book immensely....with all the emphasis in my workplace to recruit and retain top-notch performers, it is amazing that more employers haven't figured this out. And this tells them how very well!

I am part of a long-established business, and just finished reading this book. I came away with new insights and a fresh perspective on issues facing owners and managers in the current business climate. Businesspeople know there are a good many business tomes out there, and I've read my share, but this is one of the few I've read lately which I can recommend very highly. Informative, humorous, not the least bit dry, and filled with stories which held my interest. I am sharing it with others in the business.

I am an avid reader of business books, and if I gain just one or two usable ideas from a book, I consider it worth my time. This book is a stand-out among management books, because I got not one or two, but at least a dozen solid ideas I can implement right away. I have shared it with all my top level managers, and have wathced it being shared throughout my multi-national organization. It is a gem, to be kept within reach in one's office -- not with the countless other books that sit, read once, on most managers' bookshelves. I highly recommend it for anyone who cares about the success of their business.

This Book was a great inspiration to me. It was filled with great innovative ideas for anyone starting a new company, as well as those struggling to breathe new ideas into their well established companies.
We have already implemented several of the innovative ideas that
Rosenbluth has shared with us and we look forward to introducing more as time goes on.
It is refreshing , in the sea of business self-help books, to find one with such creative suggestions.
I highly recommend this as a must read if you are looking for
information sharing by a team that has emerged as a leader in one of a kind thinking!

As an Executive Coach and a close observer of many corporate cultures it did my poor old tired heart a world of good to read this book. If what Hal Rosenbluth says about his company is even half true, it puts his organization at the forefront of employee value and relationship management. Beyond all that, it makes perfect common sense. Why we would think in our wildest imagination that an employee who does not feel valued by his employer would not transmit that lack of appreciation to his customers, is a mistery to me. The first 100 pages of this book are not be missed by any company who truly wants to improve their workplace culture, increase the productivity of their workforce and cut their turnover rate down dramatically. Read it and implement any one of the outstanding programs explained within and watch s shift in morale and productivity start right away. This book is a keeper and an excellent reference source. I could not recommend it more highly.

As Chairman & CEO of a hospitality consulting firm, I found this book to be fascinating and absolutely correct with regard to a business model for those in the business of the dellivery of service. Finding, hiring and investing in great people, regardless of whether they have the technical skills for the job(you can teach them those skills), may impact labor costs in the short term, but, will pay extraordinary dividends in the long term. Unless one is forward thinking (most are not), this concept will be lost on them, hence the poor delivery of service in this country. This book should be a must read.

I wish I would have read this prior to starting to work for his new company and also I could've used this about 5 years ago to encourage me to change careers. This is an excellent book and I'm using some of the examples in it for my MBA application this fall.