On Great Service: A Framework for Action: Leonard L. Berry
Editorial Reviews
Review
Richard Teeterlink President and CEO, Harley-Davidson, Inc. Provides a succinct formula for achieving service leadership success. — Review
Review
Richard C. BartlettVice Chairman, Mary Kay Corporation, CEO, The Richmont GroupBerry has provided what is desperately needed in many companies: a hands-on guide to improving service quality. This is the most original and practical book I have seen on the subject.
Christopher HartPresident, the Spire Group, Ltd.The most powerful, comprehensive work on service quality to date.
Jerry RichardsonChairman and CEO, Flagstar Companies, Inc., Owner/founder, the Carolina PanthersAnyone in a service business who isn’t familiar with Berry’s work is missing a huge opportunity. He is a first-round draft pick on our team.
Philip KotlerS.C. Johnson & Son Distinguished Professor of International Marketing, Northwestern UniversityFinally, a service book that shows how to go about achieving service greatness.
Richard TeeterlinkPresident and CEO, Harley-Davidson, Inc.Provides a succinct formula for achieving service leadership success.
Robert D. KunischChairman, President, and CEO, PHH CorporationBerry’s clear and concise style distills years of research into common-sense guidelines for action.
John E. MartinChairman, Taco Bell CorporationTruly gives a framework for action in the 90s.
David S. PottruckPresident and CEO, Charles Schwab & Co., Inc.I could hardly put this down. I almost wore out a highlighting pen identifying all the practical thoughts and implementation tips that take this book from theoretical treatise to managerial handbook. I can’t wait for my Schwab colleagues to read it, and I sure hope our competitors never do.
Leonard A. SchlesingerProfessor of Business Administration, Harvard Business SchoolA “high payoff” book. This is a must read!
Carl SewellPresident, Sewell Motor CompanyThe definitive guidebook to great customer service.
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