How You Do... What You Do: Create Service Excellence That Wins Clients for Life

by Bob Livingston

Book Overview

Between the challenges of escalating competition, well-informed clients, and dismal customer service, today's marketplace is becoming more and more crowded. The result is that your clients have more influence and choices than ever before. If you or your organization do not consistently satisfy and surpass their expectations, your clients will take their buying power elsewhere. It's that simple. But by establishing service excellence as your top...

• Format: Hardcover
• Language: English
• ISBN: 0071592784
• ISBN13: 9780071592789
• Release Date: June 2008
• Publisher: McGraw-Hill Companies
• Length: 282 Pages
• Weight: 1.35 lbs.
• Dimensions: 1.0" x 6.3" x 9.3"

Customer Reviews

One of a kind!!

One could easily say that Bob's most enduring talent is to naturally motivate and encourage those around him. For those of us who have seen him speak, we have had the luxury of seeing the stories in this book come to life in the most inspiring and thought provocking manner. You will want to photocopy sections of this book for your staff, bosses and clients alike. You will find yourself coming back to it over and over again. HYDWYD will be your valued asset in engaging those around you in service minded behavior. After all it is about the "how" you do "what" you do... Bob is clearly the real life depiction of "how you do, what you do!" I can easily endorse Bob and his book without reservation.

The real deal...he practices what he preaches!

I have had the pleasure of reading the book, hearing him present "How you do..What you do, and working with him directly and I can tell you that Bob Livingston is the real deal! The premise of the book extends beyond work and has meaning for your personal life as well. The book lays out in clear terms a pathway for improving "how you do" things, in many ways a lost art (or even value) today. It also provides meaningful examples to emphasize the points. It is fast paced and a must read!

Service Excellence is something everyone can learn from!

Bob Livingston has a wonderful way of conveying service stories and solutions. He shares his many years of experience and situations from the Corporate World and presents simple solutions that we can all learn from. Every time I have a poor service experience, I wish that there were handouts in Bob's book so that I could share with people how they could learn to improve their level of service. How You Do....What You Do raises an awareness level of service second to none. This is a quick read, that will remain with you always. I highly recommend it.

He does what he does ... well!

If you are new to the service business or need some inspiration, this book is a refreshing look at how to consider and provide differentiated service. It is a step-by-step guide for re-inventing your appraoch to service... it will challenge some paradigms and do so in a constructive manner. A quick read with some wondeful personal stories from a man who has provided unique and differentiated service for his entire professional career.

How You Do What You Do

Real-life stories of on-the-job learning experiences which led the author to an amazingly successful career. Bob Livinston is sharing a wealth of info, tips and "how tos" for anyone and everyone in business -and all businesses require "service" one way or the other - so they can avoid the pitfalls of complacency and master their markets. This is a very detailed message to every corporate manager, officer - and caring worker in this country.