One of the fundamental leadership tasks, which applies to every industry, is to be able to explain why something is important and what is expected of your entire staff. When it comes to customer service (or the customer experience), you have to be able to explain to your team why focusing on the customer is so important and how it can be accomplished. 

The philosophy and rules outlined in this book are the results of years of hospitality experience managing some of the most service-oriented hotel brands, and projects within the sports, entertainment, automotive, retail, and tech industries. We hope these thoughts and ideas help you in your explanation and understanding of customer service, the customer experience, and the importance of relationships. 

“Simple to read and packed with great insights” —Jason, New York