Why Service Stinks...and Exactly What to Do About It!

Rating:
Summary: In case of stinky service, please break glass.
Review: When I first finished reading "Why Service Stinks", I immediatly started re-reading it. The stories are humorous, and insightful. The message is important. This is a perfect companion to "Good to Great". Mr. Gross is full of great ideas from hiring to keeping the best. I also like the idea that it is not just the employee who is responsible for great service.

I enthusiasticly recommend this book to anyone in a business that meets the public.