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Title: Rich with Best Practice Ideas
Review: It is easy to see why Leonard Berry is certain that this book is his best work. It is crammed with wonderful examples of how the dozen or so companies studied make service a delight for both employees and customers alike. Berry's knowledge of the subject also shines throughout the text, with matter-of-fact statements that reveal deeper philosophical insights, such as "The hard truth is: selfish companies cannot compete", or "Most great service companies are high touch and high tech, not one or the other". Overall, this book deserves to be studied not only by service practitioners, but by the highest levels of corporate management. It opens gateways to social and community service approaches that revisit and surpass the era of corporate paternalism. While acknowledging the power of contemporary shareowners in public companies, Berry, like Robert Monks, envisions greater emphasis on long-term ownership, rather than purely short-term profit-driven strategies.
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