Why Service Stinks...and Exactly What to Do About It Review

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Why Service Stinks...and Exactly What to Do About It ReviewI got the feeling that Mr. Gross wrote this book for the publisher. Don't get me wrong, I love his work. Microbranding is probably the best book on small business branding I've read. Positively Outrageous Service got me to re-think customer service.
However, this book feels as if it was thrown together. It was hard to get motivated or inspired. In fact it took me a couple of months to wade through it.
The title promises "...and exactly what to do about it!" Well, I'm not sure the book delivers on that promise. Sure there are lots of great service suggestions and anecdotes, but exactly what to do about it?
In addition the cover touts "Based on a nationwide survey of service attitudes." Well, this survey is mentioned briefly at the beginning of the book, but I would hardly say the book is based on the survey.
However, Mr. Gross does share lots of useful hints and thought-starters on service. But it is mostly just reminder material. Stuff you say, "oh yeah, that's right" but you may have forgotten.
If you are thinking about reading this book, I would suggest getting Mr. Gross' "Positively Outrageus Service" instead. If you have previously read that book, there is no need to read this one.Why Service Stinks...and Exactly What to Do About It OverviewPacked with carefully validated research and engaging examples of best and worst practices, Why Service Stinks is a one-stop customer service guidebook. Managers and service providers will learn how to upgrade their overall service attitude and standard practices. Author, T. Scott Gross profiles superb server-customer relationships to teach model approaches and shares some unforgettable stories of dreadful service to point out how these situations could have been easily remedied. With wit and authority, Gross shows how managers in any business can improve their customer's experience and encourage repeat business. T. Scott Gross is known as one of the giants in customer service. He is a tireless and celebrated speaker on the topic, with a client roster studded with the biggest businesses in the country. His inside knowledge of these companies, access to top service leaders, and commonsense approach will hit the mark with readers. Features of Why Service Stinks include: • Simon says-What management can do to inspire outstanding service.• How to hire a fantastic server-Ten street-smart questions to ask when interviewing.• The influences of consequences-The effects of pay, perks, and benefits on service.• Lessons from the masters-How Crate & Barrel, Container Store, and other service leaders do what they do so well.

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