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Title: A perfect example of why people DON'T get good service
Review: This book does nothing but encourage the "customer is always right" attitude that is one of the major reasons many people recieve poor service. It encourages the creation of hostile work environments by owners, as well as the harassment and treatment of employees as inferiors by customers. This includes the story behind the title of the book, in which the author rewards a customer with a free sundae for verbally abusing a cashier over a five cent up charge for a pickle, then having the nerve to complain about it in a letter. It goes downhill from there. With employees being treated in such a manner, is it any wonder they're not jumping at the chance to wait hand and foot on ungrateful customers?
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