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Lessons in Service from Charlie Trotter Hardcover – November 28, 2001
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"No restaurant in America comes closer to delivering a flawless total dining experience." —Wine Spectator"Every day at the restaurant is a journey. We consider the day a success if we can answer yes to a simple question: ‘Have we improved today?'" —Charlie Trotter
About the Author
EDMUND O. LAWLER teaches journalism at DePaul University and is the author of five books. He lives in Chicago, Illinois, with his wife and two sons.
THE AUTHOR SCOOP
What's the history of your name?My last name is a distillation of my ancestral name O'Leathlobhar, which is Gaelic for half-leper.What was your first job?Out of college, my first job was as a reporter for the City News Bureau of Chicago. I got to cover cops, politicians and crooks. Some of the categories overlapped.If you owned a horse, what would you name it?Mr. EdWhat's the farthest you've ever traveled?I traveled to the Persian Gulf in 2004 where I taught journalism for two weeks at the University of Bahrain.What did you want to be when you grew up?I wanted to play shortstop for the Chicago White Sox.
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Top customer reviews
My coworker recommended this book to me. I took her recommendation due to the fact that she is a great customer service provider. It didn't disappoint.
I've never had a chance to visit Trotter's and it looks like I won't because they have closed their doors since this book was written. I think there are a lot of great examples of extraordinary customer service in this book. I work customer service for a large coffee supply company with a small staff. There are only about three of us that answer the phones to help people with their orders.
Answering the phones is always a surprise, sometimes it's someone having troubles with an espresso machine and at other times it's as simple as syrup pumps. After reading this book and seeing how the staff at Trotter's deals with their customers and Trotter himself I can't help but be better for my company. The things they go through to deliver the best service they can seems crazy at times ie. driving patrons home in their own cars during a blizzard. But they do it and they really believe in bettering themselves and their industry.
If you can get over the fact that at times this books reads like an advertisement there are a lot of things to learn. I definitely recommend this book to anyone that is in the service industry and looking to better themselves.
Edmund Lawler paints a new picture for me. The old mindset working at numerous restaurants with the mindset of how few servers and chefs can I have on duty in order to maximize profits is thrown out the window in spectacular fashion. Long story short, this book is a must read for anyone working in the service industry.
Most recent customer reviews
Margins are tight. Good staff is hard to find, motivate, and keep.Read more