The Kindness Revolution: The Company-wide Culture Shift That Inspires Phenomenal Customer Service [Hardcover]

Ed Horrell (Author)

Book Description

Publication Date: August 16, 2006

"Despite years of focus on the importance of customer service, most businesses still have a lot to learn. Too many merely tweak a script, roll out a new offer, then disappear from the scene, leaving their frontline staff -- often underpaid and badly overworked -- to expertly, cheerfully handle all the real-life encounters with real-life customers who can make or break a company. That's no way to run a business, says customer service expert Ed Horrell. If you treat your frontline employees with indifference or disregard, you can expect them to treat your customers with indifference -- and you can then expect to have indifferent customers who will drop you for the next best thing without a murmur of regret. Combining extensive research with inspiring real-life examples from companies known for their outstanding customer service -- such as L.L.Bean, Chick-fil-A, Nordstrom, Mrs. Fields, St. Jude Children's Research Center, The Ritz-Carlton, FedEx, and more -- Horrell explains in The Kindness Revolution that providing exceptional, compassionate customer service can only happen when you build a deep and lasting relationship with your employees. And it is kindness, says Horrell, that most characterizes that relationship. The Kindness Revolution traces the culture characteristics of the standout companies, including their strong conviction that: Each employee has an important job to do. Their corporate entity has a meaningful purpose...to serve the customer in a way that delivers value. Each employee should be empowered to make decisions. They attract the best employees and customers by running an organization based on sincerity and consideration. There is value in dignity and respect and courtesy -- and kindness. For organizations large and small, of any size or industry, The Kindness Revolution is a resounding wake-up call to change the way your company thinks about its employees, and to practice the basic values of dignity, respect, courtesy, and kindness from top to bottom throughout your organization. The way you treat your employees will be the way they treat your customers. Follow the wise advice and insightful examples in The Kindness Revolution, and experience the enormous payback in loyal customers, a more prosperous company -- and a better way of life."

Editorial Reviews

Review

"“Ed Horrell has captured the essence of values-based customer service in his book The Kindness Revolution. This is a must-read for any company interested in retaining both employees and customers.” -- Dan Cathy, President and Chief Operating Officer, Chick-fil-A, Inc.

“We have enjoyed working with Ed Horrell at Graceland. His ideas have definitely made a difference. The Kindness Revolution is real!”

-- Jack Soden, CEO, Elvis Presley Enterprises, Inc.

""Illuminating and absorbing, The Kindness Revolution is a book that explores how American Business lost its preeminence in delivering first-rate customer service and what successful companies are doing to recapture the hearts and minds of consumers.

The Kindness Revolution is a must-read for any company that is earnest in winning over customers and keeping them for life!

Vive la Revolution!""

-- Jeffrey Chernoff, President, Consumers’ Choice Award"

Book Description

"Despite years of focus on the importance of customer service, most businesses still have a lot to learn. Too many merely tweak a script, roll out a new offer, then disappear from the scene, leaving their frontline staff -- often underpaid and badly overworked -- to expertly, cheerfully handle all the real-life encounters with real-life customers who can make or break a company.

That’s no way to run a business, says customer service expert Ed Horrell. If you treat your frontline employees with indifference or disregard, you can expect them to treat your customers with indifference -- and you can then expect to have indifferent customers who will drop you for the next best thing without a murmur of regret.

Combining extensive research with inspiring real-life examples from companies known for their outstanding customer service -- such as L.L.Bean, Chick-fil-A, Nordstrom, Mrs. Fields, St. Jude Children’s Research Center, The Ritz-Carlton, FedEx, and more -- Horrell explains in The Kindness Revolution that providing exceptional, compassionate customer service can only happen when you build a deep and lasting relationship with your employees. And it is kindness, says Horrell, that most characterizes that relationship.

The Kindness Revolution traces the culture characteristics of the standout companies, including their strong conviction that:

Each employee has an important job to do.

Their corporate entity has a meaningful purpose…to serve the customer in a way that delivers value.

Each employee should be empowered to make decisions.

They attract the best employees and customers by running an organization based on sincerity and consideration.

There is value in dignity and respect and courtesy -- and kindness.

For organizations large and small, of any size or industry, The Kindness Revolution is a resounding wake-up call to change the way your company thinks about its employees, and to practice the basic values of dignity, respect, courtesy, and kindness from top to bottom throughout your organization.

The way you treat your employees will be the way they treat your customers. Follow the wise advice and insightful examples in The Kindness Revolution, and experience the enormous payback in loyal customers, a more prosperous company -- and a better way of life."

See all Editorial Reviews

Product Details

• Reading level: Ages 17 and up
  
• Hardcover: 208 pages
• Publisher: AMACOM; 1St Edition edition (August 16, 2006)
• Language: English
• ISBN-10: 0814473075
• ISBN-13: 978-0814473078
• Product Dimensions: 9.1 x 6.3 x 0.9 inches
• Shipping Weight: 14.4 ounces (View shipping rates and policies)
• Average Customer Review: 4.6 out of 5 stars  See all reviews (5 customer reviews)
• Amazon Best Sellers Rank: #776,311 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

3 of 3 people found the following review helpful:

5.0 out of 5 stars A little kindness can improve your business culture and your personal quality of life., September 4, 2006

By 

Debra L. Lewellyn - See all my reviews
(REAL NAME)   

This review is from: The Kindness Revolution: The Company-wide Culture Shift That Inspires Phenomenal Customer Service (Hardcover)

The Kindness Revolution is a well-written motivational book for change in business as well as our personal lives. As a Sales Manager, I love the "Action Items or Challenges" at the end of each chapter. The book is full of activities to change or improve large corporate cultures as well small business environments. It strikes me that "kindness" is free and one of the most valuable attibutes that a person can possess, yet as Ed notes in his book,it seems harder and harder to come by in this day and age. I think one of the most profound lines in the book is,"If you hire people with good attitudes, they will be good employees and, in turn, will attract good customers." If you read this book and enact the principles you will see results among your employees, customers, family and friends. Pass it forward!!

1 of 1 people found the following review helpful:

5.0 out of 5 stars What Mr. Horrell writes about is so obvious ..., October 8, 2006

By 

Sally W. Carlson (Seoul, Korea (South)) - See all my reviews
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This review is from: The Kindness Revolution: The Company-wide Culture Shift That Inspires Phenomenal Customer Service (Hardcover)

... or is it? In this pleasant-to-read book, Ed Horrell makes what should be obvious clearly obvious, and clear. On every page, you will say to yourself, "Yes, this is right. This is how it should be." In short, this is an excellent book worth reading again and again. It will do nothing less than confirm for you that what you knew all along has always been right, and always will be.

5.0 out of 5 stars This book will improve workplaces!, December 7, 2011

By 

Charmaine E. Hammond "Charmaine Hammond, Prof... (Alberta Canada) - See all my reviews
(REAL NAME)   

This review is from: The Kindness Revolution: The Company-wide Culture Shift That Inspires Phenomenal Customer Service (Hardcover)

I found this book not only an enjoyable read, but one that offered tangible take away actions for business owners, leaders, HR professionals, trainers and consultants. This book explores how to provide memorable customer service experiences and strategies to transform your business's customer service through people, a company credo, and communication. Woven throughout the book is the theme of kindness, and how one kind action can ingnite a series of positive benefits. This book is a must in corporate libraries, non profit organizations, and for those wishing to be the example of WOW customer service.
Charmaine Hammond
Author On Toby's Terms