53rd out of 201 books — 258 voters
Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field. This wise and inspiring book by Leonard Berry, our leading service expert, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge: sustaining long-ter...more
Hardcover, 288 pages
Published February 12th 1999 by Free Press
(first published February 1st 1999)
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Leonard summarizes the main premise of this book as: "My 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. However, sustaining success can be even more difficult. Services are performances, and the challenge of sustaining the performers' energy, commitment, skills, and knowledge day after day, week after week. month after month, year after y...more
May 23, 2013 Lara rated it 3 of 5 stars
Recommended to Lara by: Todd Sattersten
Most of the concepts have been covered in other texts. Berry did a great job of consolidating these time-proven concepts though. I did like the Exhibits and the research. The only pet peeve I have with any of these books (like Jim Collins' stuff) is when they focus so much on a small group of companies. That said, I realize that Berry was shooting to find companies that have all 9 drivers. The beauty of the text is that it doesn't not have to all be read from cover-to-cover. You can choose your...more
This book has captured the secrets to developing and sustaining a culture of excellent customer service which any company will surely benefit from, especially if its livelihood depends on taking good care of customers. The observations of the author are still quite relevant today as they were back then when he wrote the book. It is a good read for any business professional out there.
Been in the work world a long time. Have never studied service to any great extent. This was a great overview of practical approaches to use with service organizations. A bit repetitive in the use of Nordstrom, Southwest, etc. Is a bit dated, who is doing well in 2011? If you want to learn about service approaches great place to start.