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Although this book is written mainly for the hospital service industry, the principles that are discussed in this book apply to every business in which there is some form of customer contact. If you want to know how to set your business apart from your competition, this is a must read. Fred Lee's story will help unlock the potential that will turn any business into more than simply delivering a service or product. His guidance will help turn the business into a positive experience for the customer, which leads to greater customer loyalty and greater profits. This book is not for the manager unwilling to empower their employees to achieve greatness or who micromanages.
This book was an easy read, and packed full of useful information on improving not only customer service, but employee job satisfaction and performance. You don't need to have a hospital as your business to use the great ideas in this book. I am opening a new business and plan to use these ideas right away to build a happy team and a satisfied customer base.
This book gave practical advice on how my nursing career could be improved by changing my attitudes and outcomes expected in my workplace. I have applied many of the suggestions and though I have often received many compliments on my care of patients, nothing compares to the response I now receive. My care of the patients hasn't changed, but the way to approach the patient is what has made the difference in improving their view of my care for them. Read this book if you want to become most beloved nurse of your unit!
Lots of common sense ideas.
Verified purchase: Yes | Condition: Pre-owned
Verified purchase: Yes | Condition: Pre-owned
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