Customer Reviews

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

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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!!

... 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.

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

Having done my own research on customer service, it is obvious Horrell and I are on the same page. If companies would run their businesses like Horrell suggests they not only would be profitable, but they would also feel good about what they have created. Rebecca D. Turner author of Tattoo

For me it's the gum-snapping , perpetually sneering checkout people at the supermarket, the ones with the angry, annoyed attitudes as if their being there was punishment of some kind. I've often wondered why store managers put up with this nonsense. Maybe it's because they don't think it matters where business matters most: the bottom line. But Ed Horrell in this wise book tries to make it as clear as possible that customer relations indeed affect the bottom line. It's no surprise that many consumers believe customer service is at an all-time low, and that it's become a persistent concern - enough so that it determines strongly who they decide to do business with. For Horrell, the way to attract more customers and keep them, and certainly the way to improve profits, is to better customer relations. I couldn't agree more. Shopping on-line might be a convenience, but it shouldn't be a choice simply because it usually means not having to deal with surly company employees. Kindness (and courtesy) indeed has a place in the business world, something many companies have forgotten. Ed Horrell's book is a good step in the right direction for (perhaps) bringing this about.