I had some really high hopes for this book, and it’s been getting a lot of press in my circle lately, but I just wasn’t impressed.
A very large part of my job is customer service, and I love reading books about it. This was kind of pitched to me (or it pitches itself) as a “why excellent customer service and going above and beyond is so important book.” And while it exceeded at making that claim – I am not sure that claim really needed to be made. And if it did, then this didn’t really seem to be the best way to make it.
What this did succeed at was at being a great CEO – case study of “Mitchells” and “Richards” clothing stores. It made me want to shop there, and be a customer. It also got me jazzed up about the idea doing more for my own customers (all the advice wasn’t really translatable) and it triggered my recurring (and ridiculous) daydreams about being even closer to the service industry. I just wish it presented itself as “The Story of Mitchells.”