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Title: Farrell Falls Short
Review: I read this book in the hopes of improving customer/salesperson interaction at my big box retail store. Unfortunately, Mr. Farrell's view of good customer service encourages the customer to behave abominably and expects the store employees to bow to all needs, however frivolous.Some customers have come to believe that "the customer is always right". Unfortunately, abuse of this policy has rendered this old saying untrue. Many customers, even in Farrell's examples, are downright abusive to retail workers. Contrary to Mr. Farrell's belief, good service can be rendered without resorting in complete indignity to the employee. There are some customers who might be better off shopping elsewhere.Some of Mr Farrell's recommendations might be helpful for very small business owners, however, the vast majority of his theories are outdated, even encouraging theft and verbal abuse by customers. Spend your money elsewhere.
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