This book provides a fundamental understanding of the competencies and tactics that increase customer retention and referrals. Ideal for both employees who serve customers directly or indirectly and those who manage them, this book offers lessons that will build professional competencies in the business of service. Looking for an effective, entertaining and efficient way to teach employees and leaders the critical elements for building an outstanding service reputation? Look no further. This book lays the foundation for improving your business. It is a quick read and well worth the time everyone who works with or for others.