Discovering the Soul of Service

by Leonard L. Berry

This wise and inspiring book by Leonard Berry, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge: sustaining long-term success.

In a world where customers regard flawless products as a given, service is the key differentiator between competitors in any field.

From Berry's exacting study of fourteen mature, highly successful, labor-intensive companies comes an astonishing revelation: the single most important factor in building a lasting service business is not a matter of savvy business practice, but of humane values. In all fourteen award-winning companies -- Bergstrom Hotels, The Charles Schwab Corporation, Chick-fil-A, The Container Store, Custom Research Inc., Dana Commercial Credit, Dial-A-Mattress, Enterprise Rent-A-Car, Midwest Express Airlines, Miller SQA, Special Expeditions, St. Paul Saints, USAA, and Ukrop's Super Markets -- values-driven leadership connects with strategic focus, executional excellence, control of destiny, trust-based relationships, generosity, investment in employee success, acting small, and brand cultivation to drive customer satisfaction, innovation, and growth. Dedicating a chapter to each of these nine drivers, this book is the most far-reaching and insightful vision ever presented of the principles and step-by-step actions that continuously bring success to life in a company.

Berry's comprehensive model reveals the soul that underlies the strategies and day-to-day operations of great service companies, guiding the thousands of daily decisions of individual employees. Clear, compelling, pathbreaking, Discovering the Soul of Service is essential reading for managers everywhere.

• Format: Hardcover
• Language: English
• ISBN: 0684845113
• ISBN13: 9780684845111
• Release Date: February 1999
• Publisher: Free Press
• Length: 288 Pages
• Weight: 1.25 lbs.
• Dimensions: 1.2" x 6.4" x 9.3"

Customer Reviews

Excellent Book!

This book could be titled Discoving the Recipie for Great Organizations. It is one of the best reviews of great organizations and what makes them so. Dr. Berry has provided a valuable contribution to business leaders and managers. Buy this book and apply its wisdom.

Service Champs

Corporate research has become quite popular towards the end of the 20th Century, and Professor Berry has dome a masterful job of centering his on present day champs of the service sector. Amidst surprising and inspirational stories of these 14 top service companies, Berry weaves a compelling study of nine capacities that, apparently, guarantee the success of a service business. Many of the lessons parallel current business management advice, but a few transcend simple processes and get at the emotional environment that keeps employees and the company motivated about and focused clearly on the long-term success of the enterprise. A great read, this volume is indispensible for managers and owners of service businesses that intend to sustain longevity.

Outstanding strategic book on service

The book is the long awaited blueprint for labor intensive service organizations. The case studies have been well selected and cover a wide array of service companies. The nine drivers for sustaining a successful business model have often been regarded as "extras," his research proves them to be "essentials". He also shows us the importance of coupling high tech with high touch in order to thrive in the 21st century. Len Berry's research and conclusions are wonderfully interwoven to make the discovery a must read and must do.

Fantastic, if pleasing customers is on your agenda.

Good, fun reading with a purpose. It gives you lots of insights as to how to differentiate yourself from others and how to try to position yourself so the client sees you how you want them to. Filled with great examples.

Don't Miss This Outstanding Book!

The challenge with many business books today (especially those focused on service excellence), is the lack of actual tools to implement the ideas or concepts presented. Dr. Berry's new book "Discovering the Soul of Service" is loaded with real-life case studies from world-class organizations and their continued quest for service excellence. After reading many of the service books available in the U.S. today, this is best that I've read. Thank you Dr. Berry for showing us the path to pure, sustained excellence.