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The Kindness Revolution: The Company-wide Culture Shift That Inspires Phenomenal Customer Service By Ed Horrell ( AMACOM )
Release Date: 2006-08-16
Average Customer Rating:
List Price: $23.00
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Product Description
Truly exceptional customer service doesn't begin at the customer contact level. In "The Kindness Revolution", author Ed Horrell examines companies known for truly outstanding customer service and reveals what they all have in common: a widespread culture of dignity, respect, courtesy and kindness. Packed with research and real-life examples from these "kind" companies, the book shows readers how they too can transform their business and be rewarded with unprecedented customer loyalty.
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 The Kindness Revolution ( tcm_books )
Customer service is dead. At least it seems to be everywhere I go. I've grown used to sales clerks who would rather chat amongst themselves than help me with my purchase. I don't even bat an eye when the sales clerk is incredibly rude when I want to return an item. I even hunker down for a long wait when phoning a 1-800 number as I know I'll be on hold for quite a while.
Don't they know that my purchase pays for their salary? Don't they care that I might never buy from them again? Don't they realize that after such service I will tell all my friends, relatives, colleagues, and anyone else who will listen about my experience?
Imagine a company that answers all it's calls on the first or second ring? How about a business that replaces an item without a receipt? What about a place that actually calls you by your first name?
The Kindness Revolution says that such companies actually exist. These businesses have noticed a sliding trend in customer service and don't intend to be part of the problem. They also realize that happy customers come back, spend money, and bring friends.
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 The way business ought to be
Having done my own research on customer service, it is obvious Horrell and I are on the same page. If companies would run their businesses like Horrell suggests they not only would be profitable, but they would also feel good about what they have created. Rebecca D. Turner author of Tattoo
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Kindness and the bottom line ( mirobonbooks )
For me it's the gum-snapping , perpetually sneering checkout people at the supermarket, the ones with the angry, annoyed attitudes as if their being there was punishment of some kind. I've often wondered why store managers put up with this nonsense. Maybe it's because they don't think it matters where business matters most: the bottom line. But Ed Horrell in this wise book tries to make it as clear as possible that customer relations indeed affect the bottom line. It's no surprise that many consumers believe customer service is at an all-time low, and that it's become a persistent concern - enough so that it determines strongly who they decide to do business with. For Horrell, the way to attract more customers and keep them, and certainly the way to improve profits, is to better customer relations. I couldn't agree more. Shopping on-line might be a convenience, but it shouldn't be a choice simply because it usually means not having to deal with surly company employees. Kindness (and courtesy) indeed has a place in the business world, something many companies have forgotten. Ed Horrell's book is a good step in the right direction for (perhaps) bringing this about.
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What Mr. Horrell writes about is so obvious ... ( sallymacasia )
... or is it? In this pleasant-to-read book, Ed Horrell makes what should be obvious clearly obvious, and clear. On every page, you will say to yourself, "Yes, this is right. This is how it should be." In short, this is an excellent book worth reading again and again. It will do nothing less than confirm for you that what you knew all along has always been right, and always will be.
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A little kindness can improve your business culture and your personal quality of life.
The Kindness Revolution is a well-written motivational book for change in business as well as our personal lives. As a Sales Manager, I love the "Action Items or Challenges" at the end of each chapter. The book is full of activities to change or improve large corporate cultures as well small business environments. It strikes me that "kindness" is free and one of the most valuable attibutes that a person can possess, yet as Ed notes in his book,it seems harder and harder to come by in this day and age. I think one of the most profound lines in the book is,"If you hire people with good attitudes, they will be good employees and, in turn, will attract good customers." If you read this book and enact the principles you will see results among your employees, customers, family and friends. Pass it forward!!
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