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Customer-Focused Quality: What to Do on Monday Morning Hardcover – September 1, 1993

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Editorial Reviews


"If there's one book ... to help your company get on the right track to long-term success, this is it!" -- Book Review for Publisher

"It's nice to know that the advice and principles written in a book are still valid five years later." -- San Diego Business Journal

"Our company successfully used the principles from 'Customer-Focused Quality' to help us examine our strategic direction and improve our performance." -- Letter to authors/publisher

About the Author

Tom Hinton works with companies that want to create successful leaders and improve their business results through superior customer service and teamwork. Tom is the author of three best-selling books. He is also a frequent speaker at corporate and association meetings. Since 1987, Tom has delivered over 500 keynote programs around the world. Tom is president of the Customer Relations Institute, a San Diego-based consulting firm that specializes in helping clients achieve a reputation for greatness through superior customer service and performance excellence. He resides in San Diego, California.

Wini Schaeffer is the former Director of Customer-Focused Quality at Motorola, a Malcolm Baldrige Award winner. She resides in Dana Point, California.


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Product Details

  • Hardcover: 273 pages
  • Publisher: Prentice Hall Trade (September 1, 1993)
  • Language: English
  • ISBN-10: 013189630X
  • ISBN-13: 978-0131896307
  • Product Dimensions: 1.2 x 6.2 x 9.5 inches
  • Shipping Weight: 1.3 pounds
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Best Sellers Rank: #4,006,680 in Books (See Top 100 in Books)

More About the Author


Since 1989, Tom Hinton has inspired, challenged, encouraged and entertained over 1,000 corporate, association, and government audiences with his dynamic speeches and inter-active workshops on business and personal growth topics including: Work-Life Balance, Creating a Culture of Excellence in the Workplace, and How to Make the Rest of Your Life the Best of Your Life!

Tom has addressed audiences in the United States, Canada, Germany, Japan, Singapore, China, Korea, Mexico, Ireland, Spain, Portugal, France, England, Sweden, Norway, Denmark and Scotland.

As the Chairman of The 10,000 Days Foundation, a non-profit, tax-exempt organization based in San Diego, Tom helps individuals find purpose, peace and passion in their lives. He also helps his corporate clients create a culture of excellence in the workplace by developing their leadership, strengthening customer relationships, improving teamwork, and refining their customer-focused strategies.

Tom is the author of four books including The Spirit of Service and Leadership Lessons I Learned on the Links: 72 Ways to Par the Course of Business and Life. He is the co-author, along with Wini Schaeffer, of Customer-Focused Quality: What to Do on Monday Morning. His new book, 10,000 Days: The Rest of Your Life, the Best of Your Life! Was just recognized as the Gold Medal winner of the 2012 eLit Book Awards. 10,000 Days is available at and all major online retailers.

Tom's client list represents a diverse group including: New Otani Hotels of Japan, Union Bank, Hyatt Hotels, Isuzu North America, North Island Financial Credit Union, General Motors of Canada, Ford Motor Company, Preferred Hotels, General Electric, Cedars-Sinai Medical Center, UCSD Medical Center, the Alliance of American Insurers, Meeting Professionals International (MPI), AIBTM, the American Society of Association Executives (ASAE), the Professional Convention Management Association (PCMA), Boston Public Schools, the Minnesota Multi-Housing Association, Wells Fargo Bank, Employers Reinsurance Inc., Banklink, Group 4 Software, Sysco, Blue Shield of California, the U.S. Department of Labor, the California Department of Parks, INC. Magazine, Giant Food Stores, Chesapeake Urology Associates and Bank of America.

Tom is a graduate of the University of Maryland and completed the Fundraising Management graduate program at the University of San Diego. To book Tom Hinton for your next conference, please email:

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Most Helpful Customer Reviews

1 of 1 people found the following review helpful By A Customer on January 13, 1999
Format: Hardcover
This was a text that was required reading when I was in college. Now a manager of a tech support help desk for a software company, it is my strongest guiding light! Quick read, with tons of "tools". Once learned, these tools can be implemented into any business. Do your employees a favor, and keep them - read, implement and practice.
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