Earn Their Loyalty: Treating Customers and Employees Like People

It's the dual challenge of every business. You can mandate it, standardize it, and develop policies and procedures, but it will be a constant struggle. Instead, inspire your employees who will then delight your customers.

Learn tools and concepts such as the 4Cs of Service, how to hire the right people and the underutilized benefit of personal mission statements. Join businessman George Corbett in Scotland as he visits consultant Angus McTavish. Through a delightful and entertaining story, learn what doesn't work and why, and what does work and why. Transform your business into a super service paradise.

Author Robert Brown, PhD, has been a business human factors consultant for almost fifty years and has written business books on leadership, Lean Thinking, and change management.