Close to the customer: 25 management tips from the other side of the counter
25 real-life episodes recounting actual experiences as he and others interacted with a variety of organizations. From retailers to hotel management, everyone who has ever been told "it's company policy!" or "That's not my job!" will enjoy the insightful stories that Donnelly provides.
What people are saying - Write a review
We haven't found any reviews in the usual places.
You Cant Write on the Charmin
You Can Care Enough to Send Some Soap
Never Keep a Secret
24 other sections not shown
Other editions - View all
25 cent stamps achieve agers airline asked automatic teller machine bank basketball beep-beep behavior Billy Martin branch bank Caesar salad change agent competitive counter cure or fix customer satisfaction desk discretionary effort dissatisfaction dissatisfiers Don Shula Earl Weaver emotional labor employees expectations feel flight attendants front-desk manager goals going high tolerance important improve industry involved Karl Albrecht leaders Lesson looking low-discretion luggage management and leadership managerial Maria market share ment never number four orange roughy organiza organization peak performance physical therapy physician ployees problem process-oriented cultures results-oriented cultures Rick Pitino satisfied shampoo solution staying 13 nights strategy successful supermarket television tell teller things thought tion told tolerance for ambiguity tomers travel alarm clock travelers checks try to cure underdog firm vision wait window woman