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

~ Ed Horrell (Author) "ask most consumers and businesses today, and they will tell you that customer service is at an all-time low..." (more)
Key Phrases: kindness revolution, best service providers, Debbi Fields, Baddour Center, New York (more...)

Editorial Reviews

Review

"“Ed Horrell has captured the essence of values-based customer service in his book The Kindness Revolution. This is a must-read for any company interested in retaining both employees and customers.” -- Dan Cathy, President and Chief Operating Officer, Chick-fil-A, Inc.

“We have enjoyed working with Ed Horrell at Graceland. His ideas have definitely made a difference. The Kindness Revolution is real!”

-- Jack Soden, CEO, Elvis Presley Enterprises, Inc.

""Illuminating and absorbing, The Kindness Revolution is a book that explores how American Business lost its preeminence in delivering first-rate customer service and what successful companies are doing to recapture the hearts and minds of consumers.

The Kindness Revolution is a must-read for any company that is earnest in winning over customers and keeping them for life!

Vive la Revolution!""

-- Jeffrey Chernoff, President, Consumers’ Choice Award"

Product Description

Re-energize your company's customer service--and inspire greater customer loyalty--using the power of kindness.

Despite what some may think, the war against bad customer service will not be won on the front lines by changing specific techniques and processes at the customer contact level. Rather, it's a culture of kindness and consideration--up and down the entire organization--that fundamentally changes employee attitudes toward customers. It's what makes the difference between a short-term relationship and long-term customer loyalty.

Based on extensive research and featuring real-life examples from companies known for their outstanding customer service such as L.L. Bean, FedEx, and Chick-fil-A, The Kindness Revolution examines how eliminating indifference in the workplace from the top down helps fuel unbelievably positive customer interactions. The book shows readers what "kind" companies have in common--a widespread culture of dignity, respect, courtesy, and kindness--and how to replicate it at their own organization.

Inspiring and practical, The Kindness Revolution shows readers how to take the critical step toward truly outstanding--and self-perpetuating--customer service.

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Product Details

• Hardcover: 208 pages
• Publisher: AMACOM (August 16, 2006)
• Language: English
• ISBN-10: 0814473075
• ISBN-13: 978-0814473078
• Product Dimensions: 9.1 x 6.2 x 0.7 inches
• Shipping Weight: 14.4 ounces (View shipping rates and policies)
• Average Customer Review: 4.6 out of 5 stars  See all reviews (5 customer reviews)
• Amazon.com Sales Rank: #266,003 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

3 of 3 people found the following review helpful:

5.0 out of 5 stars A little kindness can improve your business culture and your personal quality of life., September 4, 2006

By	Debra L. Lewellyn - See all my reviews (REAL NAME)

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!!

1 of 1 people found the following review helpful:

5.0 out of 5 stars The Kindness Revolution, July 18, 2007

By	Tami Brady "Whole Health Therapist" (Calgary, Canada) - See all my reviews (TOP 500 REVIEWER)    (REAL NAME)

Customer service is dead. At least it seems to be everywhere I go. I've grown used to sales clerks who would rather chat amongst themselves than help me with my purchase. I don't even bat an eye when the sales clerk is incredibly rude when I want to return an item. I even hunker down for a long wait when phoning a 1-800 number as I know I'll be on hold for quite a while.

Don't they know that my purchase pays for their salary? Don't they care that I might never buy from them again? Don't they realize that after such service I will tell all my friends, relatives, colleagues, and anyone else who will listen about my experience?

Imagine a company that answers all it's calls on the first or second ring? How about a business that replaces an item without a receipt? What about a place that actually calls you by your first name?

The Kindness Revolution says that such companies actually exist. These businesses have noticed a sliding trend in customer service and don't intend to be part of the problem. They also realize that happy customers come back, spend money, and bring friends.

1 of 1 people found the following review helpful:

5.0 out of 5 stars What Mr. Horrell writes about is so obvious ..., October 8, 2006

By	Sally W. Carlson (Seoul, Korea (South)) - See all my reviews (REAL NAME)

... 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.