The Customer Comes Second: Put Your People First and Watch 'em Kick Butt (Hardcover)

by Hal Rosenbluth (Author), Diane Mcferrin Peters (Author) "Most people can't sleep the night before their first day of a new job..." (more)
Key Phrases: gardening process, open partnerships, travel management, The Source, North Dakota, Leader Reviews (more...)

Editorial Reviews

From Publishers Weekly
In an update to the volume they published 10 years ago, Rosenbluth, the CEO of an eponymous travel management company, and Peters, his former communications officer, remind readers that despite great changes in the business world, the need for companies "to attract, retain, and develop astonishingly great people" is a constant. They argue that company's employees, not its customers, should be management's top priority: managers should hire "nice people" and create an environment in which friendships can develop. Maybe it sounds a little wishy-washy, but it's worked for Rosenbluth International (NB: they have a 98% customer retention rate and $6.2 billion in annual sales). Tenets include: monitor company morale, keep leaders accessible, make your company "a lifestyle," offer lots of opportunities for learning new things, celebrate success, be flexible. By charting the changes within their own company, Rosenbluth and Peters show how other businesses can become better places to work as well.
Copyright 2002 Reed Business Information, Inc.

Review
"Hal Rosenbluth's story is one of the great unsung business sagas of the 80's and 90's." -- -- Tom Peters --This text refers to an out of print or unavailable edition of this title.

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Product Details

• Hardcover: 304 pages
• Publisher: HarperBusiness; Revised edition (August 20, 2002)
• Language: English
• ISBN-10: 0060526564
• ISBN-13: 978-0060526566
• Product Dimensions: 8.8 x 6.2 x 1.1 inches
• Shipping Weight: 1.2 pounds (View shipping rates and policies)
• Average Customer Review: 4.8 out of 5 stars See all reviews (16 customer reviews)
• Amazon.com Sales Rank: #202,204 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

26 of 27 people found the following review helpful:

5.0 out of 5 stars The Customer Comes second may take your company to 1st place, February 17, 1999

By A Customer

This review is from: The Customer Comes Second (Paperback)

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.

8 of 9 people found the following review helpful:

5.0 out of 5 stars Valuable advice, especially in a tight labor market, February 11, 1999

By A Customer

This review is from: The Customer Comes Second (Paperback)

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.

6 of 7 people found the following review helpful:

5.0 out of 5 stars Common Sense and Company Culture, November 24, 2002

By	Chuck Berke "Charles W Berke" (Fairfield, Ct United States) - See all my reviews

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.