This insightful and motivating book by Leonard Berry goes much beyond his groundbreaking work in services marketing and service quality to explain how outstanding service organizations overcome their most difficult challenge: maintaining long-term success. Service is the essential differentiation between rivals in every industry in a world when customers take faultless products for granted.The most crucial element in creating a long-lasting service business is not a matter of astute economic strategy, but rather of humane principles, according to Berry’s meticulous analysis of fourteen mature, highly successful, Bergstrom Hotels, The Charles Schwab Corporation, Chick-fil-A, The Container Store, Custom Research Inc., Dana Commercial Credit, Dial-A-Mattress, Enterprise Rent-A-Car, Midwest Express Airlines, Miller SQA, Special Expeditions, St. Paul Saints, USAA, and Ukrop’s Super Markets are among This book, which devotes a chapter to each of these nine drivers, offers the most comprehensive and perceptive overview ever provided of the ideas and the procedures that consistently bring success to life in a company.
The soul that drives the thousands of daily decisions made by individual employees and forms the basis for the plans and routine activities of outstanding service firms is revealed by Berry’s complete model. Discovering the Soul of Service is required reading for managers everywhere and is clear, captivating, and ground-breaking.the fourteen award-winning businesses. In each of these organizations, values-driven leadership connects with strategic focus, executional excellence, control of destiny, trust-based labor-intensive companies.