Delivering Knock Your Socks Off Service, 5th Edition

Foreword

When I thought about writing a forward for the 20^th anniversary edition of Delivering Knock Your Socks Off Service, I didn’t know what I could possibly say that hadn’t been covered already. When Ron first suggested the idea that service mattered it seemed like a blinding flash of the obvious—treat customers well, be successful, we all have a good day. As we traveled together, went to restaurants, got the cars repaired and the dry cleaning done, and consumed all manner of services great and small it became apparent that this was not obvious at all.

Ever the optimist, though, Ron persevered. He truly believed that people really did want to provide excellent service and treat each other well; they just needed to know how. In the ensuing ...