So I believe the book delivers a solid starting point for creating the kind of customer service they are pitching, with one glaring exception: they don't support the NEED for this sort of service AT ALL. All they say is "How can you afford to do this," and get the response, "How can I afford NOT to?" Well, businesses afford not to all the time; we're talking about valet parking at the grocery store.
Has anyone got any info/experience to back up this most basic premise of the book? I'm excited to move ahead with commitment, but I'd really like some support for this point. Thanks!