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The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service by Ed Horrell

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Appendix. Some True Stories

DURING THE COURSE of preparing this book, I heard numerous stories from colleagues, friends, and listeners to my radio show Talk About Service, to add to my personal experiences and observations. While the majority of the stories I was told were negative, there were also many positive ones as well. I thought it might be good to compile some of these, share them with you, and discuss why they were handled correctly if they are positive, and if they are not, how they might be better handled and whether a kindness revolution could have helped.

All of these stories are true. Some will have you shaking your head as to how they can happen, but you will recognize some of these as being similar to experiences you have personally ...

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