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How You Do... What You Do: Create Service Excellence That Wins Clients For Life Hardcover – June 2, 2008

ISBN-13: 978-0071592789 ISBN-10: 0071592784 Edition: 1st

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Product Details

  • Hardcover: 282 pages
  • Publisher: McGraw-Hill; 1 edition (June 2, 2008)
  • Language: English
  • ISBN-10: 0071592784
  • ISBN-13: 978-0071592789
  • Product Dimensions: 9.3 x 6.3 x 1.1 inches
  • Shipping Weight: 1.2 pounds (View shipping rates and policies)
  • Average Customer Review: 4.4 out of 5 stars  See all reviews (9 customer reviews)
  • Amazon Best Sellers Rank: #1,683,233 in Books (See Top 100 in Books)

Editorial Reviews

From the Back Cover

Executive Praise for

How You Do…What You Do

“How You Do. . .What You Do is a great read with immediate application! Bob's extensive experience validates how service wins in today's marketplace.”-Duncan Mac Naughton, Executive Vice President, SUPERVALU

“How You Do. . .What You Do showcases the full range of skills, strategies, and commitments that are required to become a top performing service organization. It is an inspirational book.”-John J. Lewis, President & CEO North America , The Nielsen Company

“I have experienced first hand the insights and reflections Bob has captured in How You Do. . .What You Do. If you will allow just a measure of Bob's passion and knowledge to impact your life you will be on your way to providing service clients truly appreciate.”-John Thompson COO, CROSSMARK

“How You Do. . .What You Do's messages are grounded in the reality of business. Anybody who wants to understand the competitive advantages that come from a service mentality must read this book.”-Art Drogue, Senior Vice President Customer Development, Unilever USA

“Bob Livingston provides a simple method for implementing world class service that will grow any business. Read this book and you will return your investment a thousand fold.”-Steve Schmidt, CEO, Office Depot Business Solutions

About the Author

Bob Livingston is CEO of REL Communications, a consulting group specializing in company, team, and personal transformations. In writing this book, Bob has drawn upon his personal experiences, insightful observations, and esteemed career as a senior sales executive with Unilever and a respected consultant to the consumer products industry.


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Customer Reviews

4.4 out of 5 stars
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See all 9 customer reviews
It is fast paced and a must read!
Edward J. Franczek
You will want to photocopy sections of this book for your staff, bosses and clients alike.
Alexandros
How You Do...What You Do offers a case in point.
Robert Morris

Most Helpful Customer Reviews

2 of 2 people found the following review helpful By Robert Morris HALL OF FAMETOP 100 REVIEWERVINE VOICE on August 1, 2008
Format: Hardcover
Frankly, I doubt if there are any head-snapping revelations left concerning customer service but I continue to be impressed by recently published books in which their authors offer thought-provoking perspectives, insights, and suggestions worthy of careful consideration. Just as there is a buyer for every house, in publishing there is a buyer for every book. My task as a reviewer is to help those who read my comments to decide whether or not the given book seems to be directly appropriate to her or his own circumstances, needs, and interests. How You Do...What You Do offers a case in point.

Bob Livingston achieves his objective of presenting a comprehensive, cohesive, and cost-effective program that (with appropriate modifications, of course) could be put in place by almost any company, whatever its size and nature may be. I think that his book can also be of substantial value to individuals in sales, especially those who are relatively inexperienced although much of what he shares could serve as "reminders" to sales managers.

Obviously, the best an organization can do to support its sales initiatives (as opposed to its marketing initiatives) is to "free up" its salespersons - as much as possible - from responsibilities that are unrelated to the cultivation, solicitation, and post-sale process. Less time consumed by paperwork means more time available to nourish customer relationships. A company can maintain zero-defect quality control of each product it sells. It can also ensure that there are no foul-ups with order processing, delivery, invoicing, and technical service.
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1 of 1 people found the following review helpful By Alexandros on June 15, 2008
Format: Hardcover
One could easily say that Bob's most enduring talent is to naturally motivate and encourage those around him. For those of us who have seen him speak, we have had the luxury of seeing the stories in this book come to life in the most inspiring and thought provocking manner.

You will want to photocopy sections of this book for your staff, bosses and clients alike. You will find yourself coming back to it over and over again. HYDWYD will be your valued asset in engaging those around you in service minded behavior. After all it is about the "how" you do "what" you do...

Bob is clearly the real life depiction of "how you do, what you do!" I can easily endorse Bob and his book without reservation.
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1 of 1 people found the following review helpful By Pat Smith on May 22, 2008
Format: Hardcover
Bob Livingston has a wonderful way of conveying service stories and solutions. He shares his many years of experience and situations from the Corporate World and presents simple solutions that we can all learn from. Every time I have a poor service experience, I wish that there were handouts in Bob's book so that I could share with people how they could learn to improve their level of service. How You Do....What You Do raises an awareness level of service second to none. This is a quick read, that will remain with you always. I highly recommend it.
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1 of 1 people found the following review helpful By Edward J. Franczek on June 12, 2008
Format: Hardcover
I have had the pleasure of reading the book, hearing him present "How you do..What you do, and working with him directly and I can tell you that Bob Livingston is the real deal! The premise of the book extends beyond work and has meaning for your personal life as well. The book lays out in clear terms a pathway for improving "how you do" things, in many ways a lost art (or even value) today. It also provides meaningful examples to emphasize the points. It is fast paced and a must read!
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1 of 1 people found the following review helpful By Anastasia on May 22, 2008
Format: Hardcover
Real-life stories of on-the-job learning experiences which led the author to an amazingly successful career. Bob Livinston is sharing a wealth of info, tips and "how tos" for anyone and everyone in business -and all businesses require "service" one way or the other - so they can avoid the pitfalls of complacency and master their markets. This is a very detailed message to every corporate manager, officer - and caring worker in this country.
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