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
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.