Scan barcode
jregensb's review against another edition
2.0
This book contains some great themes; particularly in regards to the idea of anticipatory service, recovery from breakdowns in service, and "what to say when" moments. What I found disappointing though was the heavy reliance on anecdotes, generalities, and undocumented assertions.
One particular passage that jumped out at me was this, "Decades of research have consistently shown that most of us persist throughout adult life with more or less the same personalities and aptitudes with which we began it." This statement may or may not be true. I'm not a behavioral psychologist, but I feel like I've read enough pop-psychology books to know that assertions about the malleability of personality are rarely this cut and dry. In any event, if you intend to proceed from that particular premise you ought to at least cite some of the key studies the assertion is based on. The authors offered none.
Be warned too that a lot of the information seems geared toward larger firms, or at least those firms that have the resources for customer preference tracking software, online chat software, customer service call centers, reception areas, and multiple service points. Inghilleri's expertise appears to be consulting for big hospitality and entertainment firms For that reason, sole-proprietors, upstarts, serial consultants or single locations might find much of the information not entirely relevant.
One particular passage that jumped out at me was this, "Decades of research have consistently shown that most of us persist throughout adult life with more or less the same personalities and aptitudes with which we began it." This statement may or may not be true. I'm not a behavioral psychologist, but I feel like I've read enough pop-psychology books to know that assertions about the malleability of personality are rarely this cut and dry. In any event, if you intend to proceed from that particular premise you ought to at least cite some of the key studies the assertion is based on. The authors offered none.
Be warned too that a lot of the information seems geared toward larger firms, or at least those firms that have the resources for customer preference tracking software, online chat software, customer service call centers, reception areas, and multiple service points. Inghilleri's expertise appears to be consulting for big hospitality and entertainment firms For that reason, sole-proprietors, upstarts, serial consultants or single locations might find much of the information not entirely relevant.
valedeoro's review
3.0
A good book on the importance of taking charge of each of your interactions with the customer and turning it into a meaningful experience. Especially relevant if you work in the hospitality industry (and I'll probably pick it up again when opening my own bed & breakfast).
More...