Customer Reviews

Soul of the Firm

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This book describes a rarity in the modern Western corporate arena; a company that operates in the marketplace of publicly held companies led by a set of core values aligned to putting people before profits. The values espoused by the ServiceMaster Company include; "To Honor God In All We Do, To Help People Develop, To Pursue Excellence, and To Grow Profitably."

As stated by the CEO, C. William Pollard, "the first two are 'ends', the second two are 'means'. Few find fault with our commitment to a set of principles, it is the God language that raises some eyebrows." That is not the only thing this Company has done to raise eyebrows, meeting the numbers, delivering consistent world-class service, and delivering profits to shareholders also gets attention.

This book is a great look into a Company with values all organizations could benefit from. Among them is the concept that "employees want to work for a cause, not just a living". When you think about what ServiceMaster actually does (not the most glamorous or well-paid work) we can understand how difficult this would be to execute.

The book itself is a quick read, and full of some good insight. It is not as in depth as I would have liked, but overall provides some outstanding ideas on how to prioritize values, and remain true to one's principles. The example set by the Company and the CEO demonstrates that not all of Corporate America places greed as their highest priority.

The credibility of the author is that he's been CEO of Service Master, who did over 2 BILLION last year. He does an excellent job of showing how a major corporation can care about clients and employees AND lead it's industry in market share and profits. He delivers on the implications of the title, and continues where the 'E-Myth' left off, by talking about a well rounded firm indeed having a 'soul', & cares for the 24 hour person; not just the 8 hr person on the clock. He postulates THAT will be REQUIRED in the Firm that is to prosper into the next century. Quick read. Good summary at end on leadership highlights....

Pollard has developed a fantastic culture at ServiceMaster through his belief in the dignity and value of people. On each page of the text, this principle only becomes clearer and more obvious. Belief in the inherent value of people above all else, commitment to excellence, and unwavering values combine to set the stage for management decisions at ServiceMaster. If you believe that you want to help people change an organization - THIS is the place to START!

This may be the best management book I have ever read. Rarely does a book come along that teaches that following a high moral threshold is the way to be successful. It is sad that more books are not written like this and is sadder that this is not a huge best seller.

"Soul of the Firm" is, unfortunately, just another anecdotal essay written by a top CEO. Pollard's achievements are incredible, and a reader should expect an incredible book from him.

Pollard's history involves running one of the most impressive service companies ever, ServiceMaster. He took it from an already solid company and helped it become a great company through buyouts, aggressive expansion, and managing with integrity. He deserves to be hailed into a management hall of fame. His book, however, lacks depth.

We read what he thinks, and this is good stuff. In fact, everything in here is good stuff. His views on God, what his faith means in the workplace, how to be a servant leader. I'm nodding my head saying "Preach it!" as I write. But give us more, Mr. Pollard. Give us details of a businessman's business, not a book for upper mangement to give to middle managers on a work retreat to read on the train commute.

Don't repeat Carnegie, Drucker with a Christian backdrop. We've read their books. Give us meat. ServiceMaster has had some complex issues they've struggled through. Did overexpansion complicate stock prices? As society continues to secularize, what does this mean to a once faith-based company? Will it go the way of the YMCA, with its roots merely as its history, or will it hold tight to the core principles and God which wrought those principles?

Challenge us, Mr. Pollard. How does a Christian who is a top manager deal with underpaid staff workers who can barely pay their rent? Give them raises? Bonuses? If their valuable service defines the company's value, how are they to be treated? How does the leader of a huge company deal both corporately and personally with world economic issues, as it affects the microworld surrounding the local office? How does a Christian leader avoid bias in promoting staff? How do top leaders accept long hours and responsibilities, while yet having a family?

None of that is adequately addressed in "Soul of the Firm."

So much is not being said in this book that I was disappointed. Pollard could've taken another 100 pp and filled it with real direction. Instead, we are given a rehash of the generic "run the company with good old fashioned values" story.

Anthony Trendl
http://anthonytrendl.com

In an time when "cutting corners" means squeezing everything you can out of employees, this book is especially important. Pollard makes it clear that people are what make a company great, and if you want to succeed you have to think of people first.

I just went to work for Service Master. The book was written by Willaim Pollard. What an awesome company and what awesome prinicples they practice within the Corporate structure and with in each franchise. It is worth reading for anyone weather you work for them or not. It is great for renewing you faith in American business here and around the world.

Pollard offers us an example that the old adage - Treat others as you would like to be treated - can work in a service business and be very successful (read billions of dollars). Its no harder than any other business model and you are left with the idea that all companies should work this way. He begins by examining the need to work and then the wisdom of the choices business leaders make to address that need. Self worth, dignity, honoring God and bettering yourself and peers are woven into the business' objective to pursue excellence and make a profit. His wisdom built through personal choices, experiences and constant learning is clearly detailed in the pages and is a must read for every level of management.