The Customer Comes Second: And Other Secrets of Exceptional Service

by Hal F. Rosenbluth and Diane McFerrin Peters

A businessman outlines his surprising formula for success--concentrate on employees first and customers second, thus creating a healthy working environment and ultimately boosting customer service to... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0688114660
• ISBN13: 9780688114664
• Release Date: January 1992
• Publisher: William Morrow & Company
• Length: 240 Pages
• Weight: 0.96 lbs.
• Dimensions: 1.0" x 5.8" x 8.5"

Customer Reviews

Common Sense and Company Culture

As an Executive Coach and a close observer of many corporate cultures it did my poor old tired heart a world of good to read this book. If what Hal Rosenbluth says about his company is even half true, it puts his organization at the forefront of employee value and relationship management. Beyond all that, it makes perfect common sense. Why we would think in our wildest imagination that an employee who does not feel valued by his employer would not transmit that lack of appreciation to his customers, is a mistery to me. The first 100 pages of this book are not be missed by any company who truly wants to improve their workplace culture, increase the productivity of their workforce and cut their turnover rate down dramatically. Read it and implement any one of the outstanding programs explained within and watch s shift in morale and productivity start right away. This book is a keeper and an excellent reference source. I could not recommend it more highly.

Such a refreshing concept

I enjoyed this book immensely....with all the emphasis in my workplace to recruit and retain top-notch performers, it is amazing that more employers haven't figured this out. And this tells them how very well!

Business owners and managers will love it.

I am part of a long-established business, and just finished reading this book. I came away with new insights and a fresh perspective on issues facing owners and managers in the current business climate. Businesspeople know there are a good many business tomes out there, and I've read my share, but this is one of the few I've read lately which I can recommend very highly. Informative, humorous, not the least bit dry, and filled with stories which held my interest. I am sharing it with others in the business.

The Customer Comes second may take your company to 1st place

The Customer Comes second may be just what your company needs to bring FUN back into the workplace while your customer's benefit from incredible innovative customer service. This is a multi faceted book jam packed with creative ideas to help your company. Hal Rosenbluth & Diane McFerrin Peters share Rosenbluth's secrets to becoming the Global Travel Management Firm they are today while also having been named one of the Top Ten Best Companies to work for! I have used these ideas repeatedly to help my company, and I am already beginning to see the positive effect that putting my employees first is having on them as well as on my clients. What a great message this is in today's world. I was reviewing some ideas in the book recently while traveling & the person next to me had read it, and was raving about it's unique content & practical approach. I highly recommend reading this book. It stands above the rest on the never ending bookshelf of business self help books.

Valuable advice, especially in a tight labor market

I had the pleasure of attending a speech by one of the authors of this book, and was very impressed with the business philosophy and subsequently with the book itself. Any company desiring to remain competitive, and even to excel, in today's excruciatingly tight labor market could benefit from the ideas and concrete, real-life (and very interesting) examples provided. Any consumer can tell a story or two about the very positive or negative image a company projected through one of its employees--the "face" that company presents to its customers, for better or worse. This book is a real wake-up call to industry, and offers substantive advice which can improve any business from the ground up. Greater employee loyalty and enthusiasm, plus the concomitant benefits to customers, could result from implementation of these sound ideas. As a business owner of many years, I recommend the book very highly.