"As a student and teacher of the subject, this is the finest book on customer service I've ever read. Why? It's so practical, so down to earth--beautifully bridging theory and principles with techniques and practices. A literal treasure trove of doable ideas!"
-- Stephen R. Covey
Author, The 7 Habits of Highly Effective People, and
The 8th Habit: From Effectiveness to Greatness

"If you are interested in customer service this is must reading. If you are not, this will convert you now. Useful, applicable, and fun. I learned a lot."
-- William R. Tiefel
Chairman, CarMax, Inc.
Chairman Emeritus, The Ritz-Carlton Hotel Company, LLC

"A commitment to delivering and measuring customer service is the hallmark of truly great companies. Rich Hanks has captured the heart of that commitment with his down-to-earth writing style. This book is full of actionable insights that can be put into practice today."
-- Nolan D. Archibald
Chairman and CEO, Black & Decker

"JetBlue isn't in the aviation business; we're in the customer service business. People ask us where we get our innovative service ideas and the answer is simple, our customers tell us what they want, and we deliver. That is what Hanks' book is all about."
-- David Neeleman
Founder and Chairman, JetBlue Airways

"Fulfilling the expectations of customers -- past, present, and future -- is a key to profitable innovation. This book coaches corporate leaders, not only on 'why,' but 'how' to do that."
-- Clayton M. Christensen
Professor of Business Administration, Harvard Business School
Author, The Innovator's Dilemma

"It's refreshing to read a business book that is both relevant and entertaining. The techniques you share have been proven to not only build sales, but also create loyal followers that are faithful to a brand. The days of actually listening, learning and responding to customers are back!"
-- John D. Barr
CEO, Papa Murphy's International

"This is a great book. It is packed full of relevant and fun insights. Rich Hanks also communicates these tried and tested principles in a way that instantly strikes a chord with operators. Well done!"
-- Bob Nilsen
CEO, Cafe Rio
Former President, Burger King

"This book is the standard for every executive dedicated to continuously improving their operations, and a must read for everyone in the organization. Hanks provides the reader with a little bit of theory, a large amount of relevant, real world solutions, and a dose of humor."
-- Robert H. Garff
Chairman and CEO, Garff Enterprises
Chair, Salt Lake Olympic Organizing Committee

"It's easy to talk about superior customer service - it is another thing to consistently deliver it. This book hits the nail on the head when it positions measurement of the actual customer experience as the driving force behind operations improvement. We've seen it work in our company."
-- Ken Cole
President and CEO, Sizzler USA