Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success (Hardcover)

by Leonard L. Berry (Author) "A customer, recovering from knee surgery and walking with a cane, was Christmas shopping..." (more)
Key Phrases: other sample companies, humane organizational values, success sustainers, The Container Store, Midwest Express, Special Expeditions (more...)

Editorial Reviews

Amazon.com Review
Leonard L. Berry examines some of America's great service companies and finds "nine drivers of excellence" that are behind them all. Discovering the Soul of Service looks at 14 diverse businesses, including the St. Paul Saints minor-league baseball team, Dial-A-Mattress, Midwest Express Airlines, and two of the world's fastest-growing service companies--Charles Schwab and Enterprise Rent-A-Car. "The lessons they teach are clear indeed," writes Berry, a marketing professor and director of the Center for Retailing Studies at Texas A & M University. "Although the companies differ on the outside--the nature, size and structure of their businesses--to a remarkable degree they are the same on the inside, sharing the drivers of their ongoing success." The "nine drivers" that Berry uncovers are the following: Leading with Values, Strategic Focus, Executional Excellence, Control of Destiny, Trust-Based Relationships, Investment in Employee Success, Acting Small, Brand Cultivation, and Generosity. Berry, whose previous books include On Great Service: A Framework for Action and Delivering Quality Service, writes that the basis of a successful service organization is value-driven leadership and "building a humane community that humanely serves customers and the broader community in which they live." Discovering the Soul of Service is inspiring--and potentially profitable--reading for anyone in business today. --Dan Ring

Review
Jerry Richardson Owner/Founder, Carolina Panthers A world-class resource on leadership values and the human side of business. -- Review

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Product Details

• Hardcover: 288 pages
• Publisher: Free Press; 1 edition (February 12, 1999)
• Language: English
• ISBN-10: 0684845113
• ISBN-13: 978-0684845111
• Product Dimensions: 9.1 x 6.3 x 1.2 inches
• Shipping Weight: 1 pounds (View shipping rates and policies)
• Average Customer Review: 4.8 out of 5 stars See all reviews (19 customer reviews)
• Amazon.com Sales Rank: #26,273 in Books (See Bestsellers in Books)

  Popular in these categories: (What's this?)

  #5 in	Books > Business & Investing > Industries & Professions > Service
  #22 in	Books > Business & Investing > Management & Leadership > Total Quality Management
  #41 in	Books > Business & Investing > Industries & Professions > Customer Service

Customer Reviews

Most Helpful Customer Reviews

7 of 7 people found the following review helpful:

5.0 out of 5 stars Service Champs, January 23, 2000

By	L. Lawson (Richmond, VA USA) - See all my reviews (REAL NAME)

Corporate research has become quite popular towards the end of the 20th Century, and Professor Berry has dome a masterful job of centering his on present day champs of the service sector. Amidst surprising and inspirational stories of these 14 top service companies, Berry weaves a compelling study of nine capacities that, apparently, guarantee the success of a service business. Many of the lessons parallel current business management advice, but a few transcend simple processes and get at the emotional environment that keeps employees and the company motivated about and focused clearly on the long-term success of the enterprise. A great read, this volume is indispensible for managers and owners of service businesses that intend to sustain longevity.

8 of 9 people found the following review helpful:

5.0 out of 5 stars Outstanding strategic book on service, June 15, 1999

By A Customer

The book is the long awaited blueprint for labor intensive service organizations. The case studies have been well selected and cover a wide array of service companies. The nine drivers for sustaining a successful business model have often been regarded as "extras," his research proves them to be "essentials". He also shows us the importance of coupling high tech with high touch in order to thrive in the 21st century. Len Berry's research and conclusions are wonderfully interwoven to make the discovery a must read and must do.

5 of 5 people found the following review helpful:

5.0 out of 5 stars How and why humane core values sustain human service energy, September 28, 2006

By	Robert Morris (Dallas, Texas) - See all my reviews (TOP 50 REVIEWER)    (REAL NAME)

I recently re-read this book (1999) and Berry's previously published On Great Service (1996), curious to know how well they have held up since they were first published. My conclusion? Rock-solid. In fact, both books are even more relevant - and more valuable - now than they were when Leonard Berry wrote them. That is amazing...and commendable.

With regard to the title of this book, consider this brief excerpt from the concluding chapter: "Great service companies have a soul that underlies their strategies and day-to-day operations. The company's soul - its value system - is its foundational center, its inner core." Berry fully understands how difficult it is to achieve and then sustain a great service company, noting that such companies are "humane communities that humanely serve customers and the broader communities in which they live." Decision-makers, especially in companies which have problems attracting and then retaining the talented, skilled, and principled people needed, would be well-advised to consider very carefully the meaning and significance of Berry's concluding observation. The same can be said for companies which have problems keeping valued customers and don't know why.

As Berry explains, his purpose in this book is to identify, describe, and illustrate the underlying drivers of sustainable success in service businesses. Creating a successful service operation is unquestionably a difficult task...The greater involvement of people in creating value for customers, the greater the challenge." He examines 14 outstanding service companies which include The Container Store, the Charles Schwab Corporation, Chick-fil-A, Enterprise Rent-a-Car, the St. Paul Saints AAA baseball franchise, and USAA. He suggests what lessons can be learned from them. Although quite different in terms of their size and nature, they demonstrate the same nine drivers of success, to each of which Berry devotes a separate chapter.

One of his key points is that humane core values sustain human service energy as organizations grow and mature. When the "product" is a human performance, values-driven leadership is at the center of sustainable success. He focuses on often-neglected or under-appreciated basics and explains how the superior service to which the exemplary companies are wholly committed creates for each of them a significant, perhaps decisive competitive advantage. The core strategies seems obvious: focus on serving a specific market need rather than on marketing a specific product for that need, focus on serving underserved market needs, and focus on serving the chosen markets with executional excellence. When stressing the importance of "trust-based" relationships, Berry includes everyone involved in the given enterprise. Hence the importance of what he characterizes as "humane organizational values" and he correctly insists that such values depend on values-driven leadership which must permeate the organization, at all levels and in all areas of operation. Stable leadership stabilizes values and propels all other success sustainers.

Of special interest to me is what he has to say about Cora Griffith in Chapter 8, "Investment in Employee Success." She is a long-time waitress for the Orchard Café in Appleton, Wisconsin. According to Berry, she implements each day the nine rules of success: she treats each customer like family, she is an alert listener, she strives to anticipate her customers' wants, she is attentive to significant details ("simple things make the difference"), she "works smart" by constantly scanning all the tables, maintains an on-going effort to improve her skills while learning new ones, and is contented in her work. "Cora is a team player, an all for one, one for all employee." She takes great pride in her work. And credits her employers, Dick and John Bergstrom, for convincing her how important it is to take good care of each customer and who gave her the "freedom" to do it. How many service providers have you encountered lately who measure up to Cora Griffith's standards? The sad fact is that most service providers could but, for whatever reasons, don't.

It is to Berry's great credit that he recognizes the importance - and significance -- of the Cora Griffiths in this society at a time when most books which discuss superior customer service focus almost entirely on companies such Nordstrom, Ritz-Carlton, and Southwest Airlines. They are indeed exemplary organizations but two points need to be made: Each has its own significant number of Cora Griffiths, and, the same high level of customer service can be provided by all other organizations, even by a hotel restaurant in a small midwestern town.

With all due respect to Mies van der Rohe, God may not be in the details but "the soul of service" certainly is.