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Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success Hardcover – February 12, 1999
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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.
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Top Customer Reviews
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 ›
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 ›
Most Recent Customer Reviews
Best service related book I've read since "Setting the Table". Really great that uses companies to back up the findingsPublished 14 months ago by Brandon Laterveer
Terrifically readable business and leadership text rich in examples and even richer in wisdomPublished 21 months ago by Angus Jenkinson
The business owners and managers in service industry cant miss this book. Real consumer service element. Implementing theories in practical have power of transformation.Published 22 months ago by ARIF ANSARI
I selected the book because it was either recommended or I enjoyed the synopsis. The book is for self development. It is a great book to read to expand knowledge.Published on February 17, 2014 by Amazon Customer
It is an amazing book that talk about the service industries. The things you should do and the things you shouldnt do. I've learned a lot from it. Read morePublished on October 19, 2013 by Felix E. Benitez
The book was shipped and arrived on time. I would purchase again through this company. Great price on the book!Published on February 9, 2012 by fsubook
My teacher loves this book! It has things in it that service based businesses can use to make their business even better. Read morePublished on January 22, 2012 by kleen4daclub20072002
After seeing the great reviews on this book I thought I was going to love it. It's good, but not great. It does seem to focus on about 5 companies and it just felt repetitive. Read morePublished on August 29, 2010 by Robert Kirk
It's been over ten years since the author, Leonard L. Berry sent me an autographed copy of this book, but the observations are still quite relevent today as they were back then,... Read morePublished on June 8, 2009 by Larry Underwood