This simple book lists the instructions and ideas for delivering what I call Ideal Customer Service. Consistent results will occur if everyone in any business follows these principles. These customer friendly operating procedures create more structure in business activities. The staff can then complete jobs and tasks consistently, with a customer focused strategy by using these timeless principles. Through standard best practices and a commitment to kaizen (constant improvement) any business can improve their overall customer service resulting in customer retention.

This is a book that all board members, associates, employees, and personnel should read. Remember as Sam Walton has said; “The real boss is the customer…”