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Title: Recycled Common Sense
Review: Although Willingham is a good story teller, it's clear that he hasn't been in the business of PROVIDING customer service since the 70's. Back then the customer was always right and businesses had time to make the customer happy. Today customers are more demanding and unreasonable. Time truly is money and it's getting harder and harder to go the exra mile when it means letting something else slide. Yet no one can afford to lose customers. The principles in the book are good: giving the customer your full attention, listening to them, making eye contact, inviting them back and so on. But there's nothing new here, and it needs to be updated for 2003. Come on Ron, get with the times and give us something we can use. Points for the quaint stories, though!
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