Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.

  • Apple
  • Android
  • Windows Phone
  • Android

To get the free app, enter your email address or mobile phone number.

Qty:1
  • List Price: $30.00
  • Save: $9.51 (32%)
FREE Shipping on orders with at least $25 of books.
In Stock.
Ships from and sold by Amazon.com. Gift-wrap available.
Discovering the Soul of S... has been added to your Cart
FREE Shipping on orders over $25.
Condition: Used: Good
Have one to sell? Sell on Amazon
Flip to back Flip to front
Listen Playing... Paused   You're listening to a sample of the Audible audio edition.
Learn more
See all 2 images

Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success Hardcover – February 12, 1999

4.6 out of 5 stars 28 customer reviews

See all 4 formats and editions Hide other formats and editions
Price
New from Used from
Kindle
"Please retry"
Hardcover
"Please retry"
$20.49
$3.49 $0.01
Loose Leaf
"Please retry"
$36.47

Up to 50% off select books
Featured titles are up to 50% off for a limited time. See all titles
$20.49 FREE Shipping on orders with at least $25 of books. In Stock. Ships from and sold by Amazon.com. Gift-wrap available.
click to open popover

Frequently Bought Together

  • Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
  • +
  • Raving Fans: A Revolutionary Approach To Customer Service
Total price: $33.75
Buy the selected items together


Editorial Reviews

Amazon.com Review

Leonard L. Berry examines some of America's great service companies and finds "nine drivers of excellence" that are behind them all. Discovering the Soul of Service looks at 14 diverse businesses, including the St. Paul Saints minor-league baseball team, Dial-A-Mattress, Midwest Express Airlines, and two of the world's fastest-growing service companies--Charles Schwab and Enterprise Rent-A-Car. "The lessons they teach are clear indeed," writes Berry, a marketing professor and director of the Center for Retailing Studies at Texas A & M University. "Although the companies differ on the outside--the nature, size and structure of their businesses--to a remarkable degree they are the same on the inside, sharing the drivers of their ongoing success." The "nine drivers" that Berry uncovers are the following: Leading with Values, Strategic Focus, Executional Excellence, Control of Destiny, Trust-Based Relationships, Investment in Employee Success, Acting Small, Brand Cultivation, and Generosity. Berry, whose previous books include On Great Service: A Framework for Action and Delivering Quality Service, writes that the basis of a successful service organization is value-driven leadership and "building a humane community that humanely serves customers and the broader community in which they live." Discovering the Soul of Service is inspiring--and potentially profitable--reading for anyone in business today. --Dan Ring

Review

Tom Peters author of The Circle of Innovation Waiting for the "masterwork" on service? Wait no longer. Leonard Berry's Discovering the Soul of Service is it! A brilliant book, eminently compelling case studies from Charles Schwab to Midwest Express. It doesn't get better than this.

David Glass President and Chief Executive Officer, Wal-Mart Stores, Inc. A blueprint that will work for anyone wanting to sustain successful service. A must for anyone interested in service businesses.

Garrett H. Jamison President and Chief Executive Officer, Banc One Investment Management Group A treasure for anyone truly serious about sustaining a service culture.

Robert L. Tillman Chairman, President, and Chief Executive Officer, Lowe's Companies, Inc. Captures the essence of what is required to sustain success in a labor-intensive service business. An outstanding book.

Jerry Richardson Owner/Founder, Carolina Panthers A world-class resource on leadership values and the human side of business.

Stanley Marcus Chairman Emeritus, Neiman Marcus Len Berry holds the black belt in customer service.
NO_CONTENT_IN_FEATURE

Image
Interested in the Audiobook Edition?
If you’re the author, publisher, or rights holder of this book, let ACX help you produce the audiobook.Learn more.

Product Details

  • Hardcover: 288 pages
  • Publisher: Free Press; 1 edition (February 12, 1999)
  • Language: English
  • ISBN-10: 0684845113
  • ISBN-13: 978-0684845111
  • Product Dimensions: 6.1 x 1 x 9.2 inches
  • Shipping Weight: 11.2 ounces (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (28 customer reviews)
  • Amazon Best Sellers Rank: #360,902 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

By L. Lawson on January 23, 2000
Format: Hardcover Verified Purchase
Corporate research has become quite popular towards the end of the 20th Century, and Professor Berry has dome a masterful job of centering his on present day champs of the service sector. Amidst surprising and inspirational stories of these 14 top service companies, Berry weaves a compelling study of nine capacities that, apparently, guarantee the success of a service business. Many of the lessons parallel current business management advice, but a few transcend simple processes and get at the emotional environment that keeps employees and the company motivated about and focused clearly on the long-term success of the enterprise. A great read, this volume is indispensible for managers and owners of service businesses that intend to sustain longevity.
Comment 9 people found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
Format: Hardcover Verified Purchase
I recently re-read this book (1999) and Berry's previously published On Great Service (1996), curious to know how well they have held up since they were first published. My conclusion? Rock-solid. In fact, both books are even more relevant - and more valuable - now than they were when Leonard Berry wrote them. That is amazing...and commendable.

With regard to the title of this book, consider this brief excerpt from the concluding chapter: "Great service companies have a soul that underlies their strategies and day-to-day operations. The company's soul - its value system - is its foundational center, its inner core." Berry fully understands how difficult it is to achieve and then sustain a great service company, noting that such companies are "humane communities that humanely serve customers and the broader communities in which they live." Decision-makers, especially in companies which have problems attracting and then retaining the talented, skilled, and principled people needed, would be well-advised to consider very carefully the meaning and significance of Berry's concluding observation. The same can be said for companies which have problems keeping valued customers and don't know why.

As Berry explains, his purpose in this book is to identify, describe, and illustrate the underlying drivers of sustainable success in service businesses. Creating a successful service operation is unquestionably a difficult task...The greater involvement of people in creating value for customers, the greater the challenge." He examines 14 outstanding service companies which include The Container Store, the Charles Schwab Corporation, Chick-fil-A, Enterprise Rent-a-Car, the St. Paul Saints AAA baseball franchise, and USAA. He suggests what lessons can be learned from them.
Read more ›
Comment 8 people found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
Format: Hardcover Verified Purchase
It is very difficult for me to work with "interviews and case study" based books since they are almost invariably full of "brilliant" quotes and "success and beyond-duty" stories that, to say the least, sound too good as to be of a sustainable nature in real world. This book is based on experiences and what seems very solid research and, for sure, is not free of this type of passages; and yet, it is one of the most useful and often-referenced books that I own and work with. So, if you will yourself through it, you'll find one of the best and most down-to-earth books on Customer Service. The author identifies nine drivers that can make any organization successful, all of them emphasizing the human nature of the relationship with customers (customer-centered). It is truly a recipe for success, more easily applicable to on-going enterprises rather than to start-ups. From this book the reader can produce very useful check-lists to diagnose the company and its strategic practices regarding their service approach. It can also be used as a guiding document to move a company to a truly customer-awareness territory and, most important, to keep it there. Of special relevance is the author's brilliant exposition in the final chapter "Lessons from World-Class Service Companies", where the reader obtains a rarely seen synopsis of all the good things that excellent companies do "to sustain their excellence". If nothing else, this chapter by itself justifies buying this book and incorporating it to your professional library.
Comment 9 people found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
Format: Hardcover Verified Purchase
Leonard summarizes the main premise of this book as: "My purpose in this book is to identify, describe, and illustrate the underlying drivers of sustainable success in service businesses. Creating a successful service operation is unquestionably a difficult task. However, sustaining success can be even more difficult. Services are performances, and the challenge of sustaining the performers' energy, commitment, skills, and knowledge day after day, week after week. month after month, year after year--especially as the organization grows and becomes more complex--is daunting. The greater the involvement of people in creating value for customers, the greater the challenge. This is a book on the lessons 14 outstanding service companies teach about sustainable success. And the lessons they teach are clear indeed. Although the sample companies differ on the outside - the nature, size, and structure of their businesses--to a remarkable degree they are the same on the inside, sharing the drivers of their ongoing success."

Below are key excerpts from the book that I found particularly insightful:

1- "Three specific challenges in sustaining success are accentuated in enterprises that create value for customers primarily through services. The more labor-intensive the services, the greater the challenges of: operating effectively while growing rapidly, operating effectively when competing on price, retaining the initial entrepreneurial spirit of the younger, smaller company."

2- "A set of core values permeates the high-performance service companies studied for this book. These values are remarkably consistent among the companies. The values of excellence, innovation, joy, teamwork, respect, integrity, and social profit underlie the ongoing success of the sample firms.
Read more ›
Comment One person found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse

Most Recent Customer Reviews

Set up an Amazon Giveaway

Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
Amazon Giveaway allows you to run promotional giveaways in order to create buzz, reward your audience, and attract new followers and customers. Learn more
This item: Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success