Business consistency mentor /s

[Robbie]

I read a book years ago about an old man who took a young businessman around to four different small business to show consistency of service. Some examples were good and some bad.

One example was of a woman taxi cab driver who had a very clean cab, she offered coffee and a news paper to her customers but would not chit chat. Sit back relax and I will get you there.

Another was of a barber who offered a cup of tea on one visit , a donut on another. Leaving the customer confused about the service

The premise was consistent service breeds expectations and inconsistent service breed confusion and disappointment

Please help, I loved that book

Thanks

Robbie

[Ann aka Iftcan]

How long ago was "years ago" Robbie? One person's definition of "years ago" isn't necessarily another's. So--5 years, 10, 50?

Was this a fiction or non-fiction book? Did you read it for a class or just for pleasure? Do you remember anything about the cover?

[Robbie]

The book must be 10 years old. I have trying to search by key words, but no luck

[Ann aka Iftcan]

Is it fiction or non-fiction.

[Robbie]

Yes it is fictitious story intended to teach business principles

[Robbie]

I did find it, it's called Raving Fans

[Robbie]

Raving Fans: A Revolutionary Approach To Customer Service