BOOK SUMMARY:
Discovering the Soul of Service –
The Nine Drivers of Sustainable Business Success
by Leonard L. Berry
The Free Press – 1999
BOOK SUMMARY: Discovering the Soul of Service –
The Nine Drivers of Sustainable Business Success
by Leonard L. Berry; The Free Press – 1999
Summary: 7 pages. Format: Adobe PDF. Delivery: e-mail. Cost: $14.95.
Premise of the Book
Fourteen service companies that have achieved sustained success, from across a diverse array of industries, were studied. These companies have achieved sustained customer acceptance and financial success. Through year-end 1997, the sample companies collectively had operated profitably for 402 out of 407 total years. The average age of the companies as of 1999 is 31 years.
The research for this book explored one fundamental question: How do excellent service companies keep the “human engine” going to sustain their excellence? Or, how do great service companies stay great?
Salient Lessons [excerpt from SUMMARY]
All companies are essentially service companies because they create value for customers through performances... Because all companies are service companies, all are in the business of making promises. Until a service is delivered, it is a promise of performance.
Conclusion [excerpt from SUMMARY]
The Success Sustainability Model in this book is not easily implemented. It requires extraordinary leadership, commitment, and determination. Rule-book management is easier than values-driven leadership. Commanding human beings is easier than inspiring them... Everyone benefits from the existence of a great company—customers, employees, vendors, investors, cities, nations. This is why a great company lives for a long time.
The BOOK SUMMARY for Discovering the Soul of Service is available for online purchase and will be delivered via e-mail as a PDF file attachment to an e-mail message.
Please click the 'Buy Now' button below to provide the necessary information and purchase this resource through our secure and trusted e-commerce partner (PayPal). Thank you.
Premise of the Book
Fourteen service companies that have achieved sustained success, from across a diverse array of industries, were studied. These companies have achieved sustained customer acceptance and financial success. Through year-end 1997, the sample companies collectively had operated profitably for 402 out of 407 total years. The average age of the companies as of 1999 is 31 years.
The research for this book explored one fundamental question: How do excellent service companies keep the “human engine” going to sustain their excellence? Or, how do great service companies stay great?
Salient Lessons [excerpt from SUMMARY]
All companies are essentially service companies because they create value for customers through performances... Because all companies are service companies, all are in the business of making promises. Until a service is delivered, it is a promise of performance.
Conclusion [excerpt from SUMMARY]
The Success Sustainability Model in this book is not easily implemented. It requires extraordinary leadership, commitment, and determination. Rule-book management is easier than values-driven leadership. Commanding human beings is easier than inspiring them... Everyone benefits from the existence of a great company—customers, employees, vendors, investors, cities, nations. This is why a great company lives for a long time.
The BOOK SUMMARY for Discovering the Soul of Service is available for online purchase and will be delivered via e-mail as a PDF file attachment to an e-mail message.
Please click the 'Buy Now' button below to provide the necessary information and purchase this resource through our secure and trusted e-commerce partner (PayPal). Thank you.
