Providing guidelines to keep customers happy, this text shows the key areas where companies must improve performance before they can improve their level of customer satisfaction. It covers what customers know about satisfying customers and what customers know about managing people and leadership.
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Most Helpful Customer Reviews
6 of 6 people found the following review helpful:
5.0 out of 5 stars
The examples tell the story,
By
This review is from: 25 Management Lessons From the Customer's Side of the Counter (Paperback)
Having read many management books by a number of authors, I have to place this one up at or near the top. The thing that makes Donnelly so effective are his examples, both those showing poor and good customer service. The examples are ones that most of us can easily relate to and every time I read the book, I recall new but similar circumstances I have encountered. I believe this book should be required reading for every manager (and even the rest of the staff) who is in the customer service business. Many times we can't realize how bad we are until we hear someone else relate their stories.
2 of 2 people found the following review helpful:
3.0 out of 5 stars
25 Management Lessons did not live up to expectations,
By A Customer
This review is from: 25 Management Lessons From the Customer's Side of the Counter (Paperback)
"25 Management Lessons From the Customer's Side of the Counter" is a well-structured book, divided into three sections discussing customer satisfaction, managing people, and leadership. Donnelly was wise to write the book informally, as his language better conveys his stories detailing numerous customer experiences. His personality is evident throughout his accounts, which adds humor to the stories, but also expresses a condescending attitude towards the establishments and their employees. It is quite obvious that Mr. Donnelly has little retail experience, showing almost no sympathy for the retail employees who were following instructions. In some instances, Mr. Donnelly did not voice his dissatisfaction to a manager or even the offending employee, but this is true of one of his lessons as most customers will not voice their dissatisfaction but just will never come back to the store. Part one, which focused on customer satisfaction, was by far the most entertaining part of the book and worked to draw in the reader. Section two and three saw the emergence of diagrams and charts with fewer applicable personal experiences, turning the presentation of the book into a Management and Human Resources 101 lecture. Donnelly's perspective switched from relaying instances from the customer's side of the counter to reciting the syllabus for his Organizational Behavior course. Part one was about occurrences that are easy for any reader to relate to, making many more effective points because people can easily understand the lesson. Part two and three do not tell about many customer experiences on the selling floor; Donnelly discusses issues in corporate management that most customers would know nothing about. Therefore, his book content does not accurately reflect the title after part one. Donnelly structured the individual sections well, with each personal account ending with a clear point stated and a review of those points at the end of each section. Unfortunately, after the points for part three are summed up, he failed to write a conclusion. No ending words of wisdom from the expert on customer service. No last jab at the managers who are not performing well. We found that hard to believe. After such an auspicious beginning, the book sputtered along and just ended. By buying this book, I am indirectly Mr. Donnelly's customer, and from my side of the counter this book did not live up to its expectations.
2 of 2 people found the following review helpful:
4.0 out of 5 stars
A must read for managers and other upper-level employees.,
By A Customer
This review is from: 25 Management Lessons From the Customer's Side of the Counter (Paperback)
25 Management Lessons from the Customer's Side of the Counter should be read by managers and upper-level employees of all companies. Although the title may lead someone to believe this book enhances marketplace satisfaction for a customer, this book clearly provides lessons to improve the overall quality of a company by improving the many internal aspects of company operations. If your company is not operating to its full potential, I strongly suggest reading this book.
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