Page 181 - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

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Chapter Six

1. Bill Bryson, A Walk In The Woods, Broadway Books, 1999.
2. Edmund Lawler: Lessons in Service from Charlie Trotter, Ten Speed

Press, Berkeley, CA, 2001.
3. A caution: Such changes should be made carefully, intelligently, and

flexibly. The routines of the professional kitchen—like other arti-
sanal environments—have developed over centuries. Thousands of
subtle details and ‘‘tradeskills’’ are embedded in the traditional kitch-
en’s routines, and in those who have apprenticed in them. When
applying a modern manufacturing-based approach to such an envi-
ronment, the unique advantages of the artisanal traditions must be
preserved along with the advantages of the new ways you bring in.
This kind of integration requires a soft touch.

Chapter Seven

1. Martin E. P. Seligman, PhD, Learned Optimism: How to Change Your
Mind and Your Life, Free Press, NY, 1998, p 257.

Chapter Nine

1. Carl Sewell and Paul B. Brown, Customers for Life: How to Turn That
One-Time Buyer into a Lifetime Customer, Broadway Business, Re-
vised ed., 2002, p 13.

Chapter Ten

1. http://www.wired.com/techbiz/it/magazine/16-03/ff_free
2. Keyboard, December 1, 2008.
3. Mark Penn and E. Kinney Zalesne, Just 1%: The Power of Microtrends,

Change This, Milwaukee, WI, 2007, p 8. Viewable at www
.changethis.com.