RECOMMENDED READING
Another important part of your preparation is reading to educate yourself on interviewing and business
issues.
Here are some of the classics. These books have long been considered classics and still are.
FOR ALL
GROUP 1
GROUP 2
The Wall Street Journal (Career Website careers.wsj.com)
Fortune + Fortune.com
Forbes
Business Week + Businessweek.com
Knock ‘Em Dead, Yate
http://www.amazon.com/gp/product/customer-reviews/1593371063/
Power Interviews, Yeager and Hough
http://www.amazon.com/gp/product/customer-reviews/0471177881
Interviewing: National Business Employment Weekly, 2nd Edition, Lee
The Interviewing Handbook for Military Leaders, Paul Kreider (800) 676-3852
http://www.amazon.com/gp/product/customer-reviews/0940686015
The Interview Kit, 2nd Edition, Richard Beatty
http://www.amazon.com/gp/product/customer-reviews/0471449253
GROUP 3
Dress For Success
http://www.amazon.com/gp/product/customer-reviews/0446385522
The Woman’s Dress For Success, Malloy
http://www.amazon.com/gp/product/customer-reviews/0446672238
GROUP 4
In Search of Excellence, Peters and Waterman
http://www.amazon.com/gp/product/customer-reviews/0060548789
Lessons From The Top, Neff and Citrin
http://www.amazon.com/gp/product/customer-reviews/0385493444
A Passion For Excellence, Peters and Austin
http://www.amazon.com/gp/product/customer-reviews/0446386391
Thriving In Chaos, Peters
http://www.amazon.com/gp/product/customer-reviews/0060971843
Stop Managing, Start Coaching, Gilley and Broughton
http://www.amazon.com/gp/product/customer-reviews/0786304561
Mean Business, Dunlap and Andelman
http://www.amazon.com/gp/product/customer-reviews/0684844060
FOR SALES
GROUP 5
How To Win Friends and Influence People, D. Carnegie
http://www.amazon.com/gp/product/customer-reviews/0671723650
Sales Negotiation Skills That Sell, Kellar
http://www.amazon.com/gp/product/customer-reviews/0814479308
Sell Your Way To The Top, Ziglar
http://www.amazon.com/gp/product/customer-reviews/0671510614
Conceptual Selling, Miller and Heiman
http://www.amazon.com/gp/product/customer-reviews/0446389064
Sales Secrets From Your Customers, Farber
http://www.amazon.com/gp/product/customer-reviews/1564141691
FOR MANUFACTURING/ENGINEERING
GROUP 6
World Class Manufacturing, R. Schonberger
http://www.amazon.com/gp/product/customer-reviews/0029292700
Manufacturing For Survival, Williams
http://www.amazon.com/gp/product/customer-reviews/0201633736
Manufacturing and the Internet, Mathieu
http://www.amazon.com/exec/obidos/tg/detail/-/0898061644
Achieve Total Quality, D. Hutchins
http://www.amazon.com/exec/obidos/tg/detail/-/0130060577
Deming Management Method, M. Walton
http://www.amazon.com/gp/product/customer-reviews/0399550003
The Goal, GoldRatt
http://www.amazon.com/gp/product/customer-reviews/0884271781
Here are books that have made the more updated list of best sellers from the last 5 years. A quick review is
provided for those who are looking wanting to know a little bit about what they are getting themselves into.
THE MANAGEMENT SECTION:
The Five Dysfunctions of a Team: A Leadership Fable
by Patrick M. Lencioni
http://www.amazon.com/gp/product/customer-reviews/0787960756
Once again using an astutely written fictional tale to unambiguously but painlessly deliver some hard truths
about critical business procedures, Patrick Lencioni targets group behavior in the final entry of his trilogy of
corporate fables. And like those preceding it, The Five Dysfunctions of a Team is an entertaining, quick read
filled with useful information that will prove easy to digest and implement. This time, Lencioni weaves his
lessons around the story of a troubled Silicon Valley firm and its unexpected choice for a new CEO: an oldschool manager who had retired from a traditional manufacturing company two years earlier at age 55.
Showing exactly how existing personnel failed to function as a unit, and precisely how the new boss worked
to reestablish that essential conduct, the book's first part colorfully illustrates the ways that teamwork can
elude even the most dedicated individuals--and be restored by an insightful leader. A second part offers
details on Lencioni's "five dysfunctions" (absence of trust, fear of conflict, lack of commitment, avoidance of
accountability, and inattention to results), along with a questionnaire for readers to use in evaluating their
own teams and specifics to help them understand and overcome these common shortcomings.
25 Ways to Win with People: How to Make Others Feel Like a Million Bucks by John C. Maxwell, Les
Parrott
http://www.amazon.com/gp/product/customer-reviews/0785260943
A slim companion to Maxwell's bestselling Winning with People, this volume aims to teach readers skills that
will help them improve their interpersonal relationships. Using a tag-team approach, with Parrott kicking off
each topic and Maxwell butting in for a "Mentoring Moment" every few pages, the authors offer up familiar
nuggets of advice such as "Pass the Credit on to Others," "Listen with Your Heart" and "Point Out People's
Strengths.
The One Thing You Need to Know : ... About Great Managing, Great Leading, and Sustained
Individual Success
by Marcus Buckingham
http://www.amazon.com/gp/product/customer-reviews/B0007YBXW8
As a social science researcher and an esteemed business consultant, Marcus Buckingham (First, Break All
the Rules and Now, Discover Your Strengths) has spent considerable time studying the big picture. This
wide-angle approach led him to an unexpectedly narrow conclusion: There is a core concept to even the
most complex topic. What he has discovered in The One Thing You Need to Know is that single "controlling
insights" exist for a whole range of situations, and when properly applied, can encourage exponential
improvement and lead to precise action and results. In applying this concept to managing, leading, and
individual performance he has pinpointed the single element necessary for achieving success in each of
these three key positions.
Buckingham acknowledges the subtleties of the topic and his goal is "not to make these subjects simpler,
merely clearer." And what could be clearer than one thing? The challenge lies in filtering out the nonessential
matters and distinguishing "between what is merely important and what is imperative" in order to produce the
greatest and most far-reaching effects. In offering advice on how to do this he also details the three things
you need to learn about a person to manage them effectively, explains why a lack of balance is a good thing,
shows how to identify your own strengths and weaknesses, and discusses which personality traits all great
leaders must possess.
Good to Great: Why Some Companies Make the Leap...And Other's Don't
by Jim Collins, Collins Jim
http://www.amazon.com/gp/product/customer-reviews/069452607X
Five years ago, Jim Collins asked the question, "Can a good company become a great company and if so,
how?" In Good to Great Collins, the author of Built to Last, concludes that it is possible, but finds there are no
silver bullets. Collins and his team of researchers began their quest by sorting through a list of 1,435
companies, looking for those that made substantial improvements in their performance over time. They
finally settled on 11--including Fannie Mae, Gillette, Walgreen’s, and Wells Fargo--and discovered common
traits that challenged many of the conventional notions of corporate success. Making the transition from good
to great doesn't require a high-profile CEO, the latest technology, innovative change management, or even a
fine-tuned business strategy. At the heart of those rare and truly great companies was a corporate culture
that rigorously found and promoted disciplined people to think and act in a disciplined manner. Peppered
with dozens of stories and examples from the great and not so great, the book offers a well-reasoned road
map to excellence that any organization would do well to consider. Like Built to Last, Good to Great is one of
those books that managers and CEOs will be reading and rereading for years to come.
Now, Discover Your Strengths
by Marcus Buckingham, Donald O. Clifton
http://www.amazon.com/gp/product/customer-reviews/0743201140
Effectively managing personnel--as well as one's own behavior--is an extraordinarily complex task that, not
surprisingly, has been the subject of countless books touting what each claims is the true path to success.
That said, Marcus Buckingham and Donald O. Clifton's Now, Discover Your Strengths does indeed propose
a unique approach: focusing on enhancing people's strengths rather than eliminating their weaknesses.
Following up on the coauthors' popular previous book, First, Break All the Rules, it fully describes 34 positive
personality themes the two have formulated (such as Achiever, Developer, Learner, and Maximizer) and
explains how to build a "strengths-based organization" by capitalizing on the fact that such traits are already
present among those within it.
The 8th Habit: From Effectiveness to Greatness
by Stephen R. Covey
http://www.amazon.com/gp/product/customer-reviews/0684846659
The original seven habits of highly successful people are still relevant, but Covey, author of the megabestseller of that title, says that the new Information/Knowledge Worker Age, exemplified by the Internet,
calls for an eighth habit to achieve personal and organizational excellence: "Find your voice and inspire
others to find theirs." Covey sees leadership "as a choice to deal with people in a way that will communicate
to them their worth and potential so clearly they will come to see it in themselves." His holistic approach
starts with developing one's own voice, one's "unique personal significance." The bulk of the book details
how, after finding your own voice, you can inspire others and create a workplace where people feel engaged.
This includes establishing trust, searching for third alternatives (not a compromise between your way and my
way, but a third, better way) and developing a shared vision. This book isn't easy going; less business jargon
and more practical examples would have made this livelier and more helpful. But if organizations operated
with Covey's ideas—and ideals—most people would undoubtedly find work much more satisfying
Why Great Leaders Don't Take Yes for an Answer: Managing for Conflict and Consensus
by Michael A. Roberto
http://www.amazon.com/gp/product/customer-reviews/0131454390
In this highly readable volume, Harvard Business School professor Roberto demonstrates that the key to
making successful strategic business decisions lies in the decision-making process itself. Through nine
refreshingly jargon-free chapters, along with helpful graphs and charts, Roberto argues that "good process
entails the astute management of the social, political and emotional aspects of decision making."
Persuasively employing case studies-from an analysis of the 2003 Columbia space shuttle disaster to the
deadly 1996 accident atop Mount Everest to John F. Kennedy's management the Cuban Missile CrisisRoberto enlivens his primary thesis that failed leadership often fixates "on the question 'What decision should
I make?' rather than asking 'How should I go about making the decision?'" With each case study Roberto
points out where the process went awry and nimbly indicates how the lessons learned can be applied to any
business decision. He explains how to effectively make and implement a final decision and how to efficiently
handle groupthink, "yes men" and those who offer nothing but negative criticisms. The book is aimed
primarily at a business executive audience, and other readers may get lost. But managers who must lead a
group through a plan of action will surely benefit from Roberto's process-centered approach.
First, Break All the Rules: What the World's Greatest Managers Do Differently (Hardcover)
by Marcus Buckingham, Curt Coffman
http://www.amazon.com/gp/product/customer-reviews/0684852861
Marcus Buckingham and Curt Coffman expose the fallacies of standard management thinking in First, Break
All the Rules: What the World's Greatest Managers Do Differently. In seven chapters, the two consultants for
the Gallup Organization debunk some dearly held notions about management, such as "treat people as you
like to be treated"; "people are capable of almost anything"; and "a manager's role is diminishing in today's
economy." "Great managers are revolutionaries," the authors write. "This book will take you inside the minds
of these managers to explain why they have toppled conventional wisdom and reveal the new truths they
have forged in its place."
The authors have culled their observations from more than 80,000 interviews conducted by Gallup during the
past 25 years. Quoting leaders such as basketball coach Phil Jackson, Buckingham and Coffman outline
"four keys" to becoming an excellent manager: Finding the right fit for employees, focusing on strengths of
employees, defining the right results, and selecting staff for talent--not just knowledge and skills. First, Break
All the Rules offers specific techniques for helping people perform better on the job. For instance, the authors
show ways to structure a trial period for a new worker and how to create a pay plan that rewards people for
their expertise instead of how fast they climb the company ladder. "The point is to focus people toward
performance," they write. "The manager is, and should be, totally responsible for this." Written in plain
English and well organized, this book tells you exactly how to improve as a supervisor
How Full Is Your Bucket? Positive Strategies for Work and Life (Hardcover)
by Tom Rath, Donald O. Clifton
http://www.amazon.com/gp/product/customer-reviews/1595620036
From Publishers Weekly
In this brief but significant book, the authors, a grandfather-grandson team, explore how using positive
psychology in everyday interactions can dramatically change our lives. Clifton (coauthor of Now, Discover
Your Strengths) and Rath suggest that we all have a bucket within us that needs to be filled with positive
experiences, such as recognition or praise. When we're negative toward others, we use a dipper to remove
from their buckets and diminish their positive outlook. When we treat others in a positive manner, we fill not
only their buckets but ours as well. The authors illustrate how this principle works in the areas of business
and management, marriage and other personal relationships and in parenting through studies covering a 40year span, many in association with the Gallup Poll. While acknowledging that most lives have their share of
misfortune, the authors also make clear that how misfortune affects individuals depends largely on their level
of positive energy and confidence. The authors also underscore that our human interactions provide most of
the joys or disappointments we receive from life. The book comes with a unique access code to
www.bucketbook.com, which offers a positive impact assessment and drop-shaped note cards that can be
used to give praise and recognition to others.
Confronting Reality: Doing What Matters to Get Things Right
by Larry Bossidy, Ram Charan
http://www.amazon.com/gp/product/customer-reviews/1400050847
In their 2002 bestseller, Execution: The Discipline of Getting Things Done Larry Bossidy and Ram Charan
identify why people don’t get results: they don’t execute. Bossidy and Charan are back with another stellar
study on organizational behavior that shows how companies can succeed if they return to reality and
examine every part of their business. Confronting Reality is based on a simple concept, but many companies
approach strategy and execution in a surprisingly unreal manner and even the simplest of measurement
methods, like the business model, are not applied correctly.
Winning
by Jack Welch, Suzy Welch
http://www.amazon.com/gp/product/customer-reviews/0060753943
If you judge books by their covers, Jack Welch's Winning certainly grabs your attention. Testimonials on the
back come from none other than Warren Buffett, Bill Gates, Rudy Giuliani, and Tom Brokaw, and other
praise comes from Fortune, Business Week, and Financial Times. As the legendary retired CEO of General
Electric, Welch has won many friends and admirers in high places. In this latest book, he strives to show
why. Winning describes the management wisdom that Welch built up through four and a half decades of
work at GE, as he transformed the industrial giant from a sleepy "Old Economy" company with a market
capitalization of $4 billion to a dynamic new one worth nearly half a trillion dollars.
Execution: The Discipline of Getting Things Done (Hardcover)
by Larry Bossidy, Ram Charan, Charles Burck
http://www.amazon.com/gp/product/customer-reviews/0609610570
Disciplines like strategy, leadership development, and innovation are the sexier aspects of being at the helm
of a successful business; actually getting things done never seems quite as glamorous. But as Larry Bossidy
and Ram Charan demonstrate in Execution, the ultimate difference between a company and its competitor
is, in fact, the ability to execute.
Execution is "the missing link between aspirations and results," and as such, making it happen is the
business leader's most important job. While failure in today's business environment is often attributed to
other causes, Bossidy and Charan argue that the biggest obstacle to success is the absence of execution.
They point out that without execution, breakthrough thinking on managing change breaks down, and they
emphasize the fact that execution is a discipline to learn, not merely the tactical side of business. Supporting
this with stories of the "execution difference" being won (EDS) and lost (Xerox and Lucent), the authors
describe the building blocks--leaders with the right behaviors, a culture that rewards execution, and a reliable
system for having the right people in the right jobs--that need to be in place to manage the three core
business processes of people, strategy, and operations. Both Bossidy, CEO of Honeywell International, Inc.,
and Charan, advisor to corporate executives and author of such books as What the CEO Wants You to
Know and Boards That Work, present experience-tested insight into how the smooth linking of these three
processes can differentiate one company from the rest. Developing the discipline of execution isn't made out
to be simple, nor is this book a quick, easy read. Bossidy and Charan do, however, offer good advice on a
neglected topic, making Execution a smart business leader's guide to enacting success rather than
permitting demise.
Lean Thinking : Banish Waste and Create Wealth in Your Corporation, Revised and Updated by
James P. Womack, Daniel T. Jones, James Womack, Daniel Jones
http://www.amazon.com/gp/product/customer-reviews/0743249275
In the revised and updated edition of Lean Thinking: Banish Waste and Create Wealth in Your Corporation,
authors James P. Womack and Daniel T. Jones provide a thoughtful expansion upon their value-based
business system based on the Toyota model. Along the way they update their action plan in light of new
research and the increasing globalization of manufacturing, and they revisit some of their key case studies
(most of which still derive, however, from the automotive, aerospace, and other manufacturing industries).
The core of the lean model remains the same in the new edition. All businesses must define the "value" that
they produce as the product that best suits customer needs. The leaders must then identify and clarify the
"value stream," the nexus of actions to bring the product through problems solving, information management,
and physical transformation tasks. Next, "lean enterprise" lines up suppliers with this value stream. "Flow"
traces the product across departments. "Pull" then activates the flow as the business re-orients towards the
pull of the customer's needs. Finally, with the company reengineered towards its core value in a flow
process, the business re-orients towards "perfection," rooting out all the remaining muda (Japanese for
"waste") in the system.
SALES SECTION:
The Sales Bible: The Ultimate Sales Resource, Revised Edition (Paperback)
by Jeffrey Gitomer
http://www.amazon.com/gp/product/customer-reviews/0743249275
Gitomer, a former salesman who is now a consultant and journalist, shares his tips on how to be a
successful salesperson. He provides motivational advice and practical techniques for initiating, maintaining,
and closing a sales presentation. Written in a breezy manner with short, easy-to-remember suggestions, this
book should prove popular with persons just getting started in this field or those needing an inspirational pep
talk.
Sales Techniques (Briefcase Books Series) (Paperback)
by Bill Brooks
http://www.amazon.com/exec/obidos/tg/detail/-/0071430016
Sales Techniques is an insightful and practical compilation of proven techniques and modern tools, designed
to help both neophyte and seasoned sales professionals work with customers and successfully close the
deal.
From selling solutions instead of products to finding, communicating with, and even closing customers on the
Internet, this latest addition to the popular Briefcase Books series will show salespeople how to organize
their sales efforts, work successfully with today's more demanding customer base, efficiently and effectively
close a sale, consistently follow up after the sale to encourage high-profit repeat business and referrals, and
much more.
Return on Customer: Creating Maximum Value From Your Scarcest Resource
by Don Peppers, Martha Rogers
http://www.amazon.com/gp/product/customer-reviews/0385510306
Internationally acclaimed business gurus and best-selling authors Don Peppers and Martha Rogers kicked
off the CRM revolution and changed the landscape of business competition with their classic bestseller, The
One to One Future. Now, in Return on Customer, they have written an even more revolutionary book,
redefining the very concept of what it means to be “profitable” as a business.
Virtually every manager agrees that a company’s most vital asset is its customer base – the lifetime values of
all its current and future customers. Yet when companies track their financial results, they rarely take into
account any change in the value of this critical asset. As a result, managers remain blind to one of the most
significant factors driving genuine, lasting business success, and instead become preoccupied with achieving
short-term financial goals.
Return on Customer is the first book to focus on how firms create value, not just by driving current profits, but
by preserving and increasing customer lifetime value. In a powerful blend of theory and practice, Peppers
and Rogers demonstrate how to create shareholder value more efficiently by concentrating on Return on
Customer(SM), a revolutionary business metric focused on a company’s scarcest resource – customers. By
paying close attention to Return on Customer, companies can improve their profits while still conserving and
replenishing long-term enterprise value.
The Little Red Book of Selling: 12.5 Principles of Sales Greatness (Hardcover)
by Jeffrey Gitomer
http://www.amazon.com/gp/product/customer-reviews/1885167601
If salespeople are worried about how to sell, Gitomer (The Sales Bible) believes they are missing out on the
more important aspect of sales: why people buy. This, he says, is "all that matters," and his latest book aims
to demystify buying principles for salespeople. From the red cloth cover to the small trim size to the amusing
(but not cloying) cartoons on almost every page, this is an appealing and accessible book. The author is
obviously enthusiastic, if not manic, about sales, and though some of his mantras verge on hokey, much of
his prose is straightforward and realistic. Each chapter includes a mini table of contents, pull quotes and
takeaway sound bites, examples of typical whines from salespeople (e.g., "the client said they spent their
whole budget") paired with a positive response (e.g., "Decision makers make the budget. Non-decision
makers spend the budget"), and plenty of advice and ideas that can be taken in and studied as a whole or
referred to at random for inspiration
5 Steps To Successful Selling
by Zig Ziglar
http://www.amazon.com/gp/product/customer-reviews/0671520644
You've heard about "natural-born salespeople" -- those super salespeople who seem to perform intuitively
and succeed effortlessly. In 5 Steps to Successful Selling, Zig Ziglar shows you that those success stories
result from study and observation rather than inborn talent. They are the result of mastering the art of selling.
Now you can master those techniques and perfect your own selling skills -- skills that will take you from being
a good salesperson to being the best. A super salesman himself, Zig Ziglar draws on his many years of
experience to define and explain the keys to successful selling.
Secrets of Question Based Selling: How the Most Powerful Tool in Business Can Double Your Sales
Results (Paperback)
by Thomas A. Freese
http://www.amazon.com/gp/product/customer-reviews/1570716587
Freese has uncovered a new twist on an old adage. If you walk in your customer's shoes, you'll be better
able to sell to him or her. Using that philosophy, he wields the power of questions, from introductory
telephone gambits to the final presentation, inserting a query into virtually every contact with the prospect.
Instead of the same old blah, blah, blah at the beginning of a conversation, he recommends a simple
"credentialing"--name, company, product, service--that ends with "Did I catch you at a bad time?" The
process gets better. There's a detailed description of every stage--curiosity, credibility, needs development,
present solutions, and commitment. There are sample dialogues, what-ifs, and rules to remember. Most of
all, his "revolutionary" approach is, as he himself will admit, based on great common sense; why not engage
prospects by asking them about themselves first?
Solution Selling: Creating Buyers in Difficult Selling Markets (Hardcover)
by Michael T. Bosworth
http://www.amazon.com/gp/product/customer-reviews/0786303158
Solution Selling is the most comprehensive sales and sales management process available today. Mike
Bosworth has the best understanding of sales process in corporate America.''
The 25 Sales Habits of Highly Successful Salespeople (Paperback)
by Stephan Schiffman
http://www.amazon.com/gp/product/customer-reviews/1558503919
Noted sales trainer - and the head genius of cold calling - Stephan Schiffman succinctly describes 25
effective sales techniques. Each tip gets a short chapter with a nugget of advice, an example or two and a
pat on the back to send you out the door charged up and ready to go. It doesn't matter if you've heard some
of these common sense ideas before because Schiffman's compilation is so on-target, lively and
encouraging. This little volume reminds you of leading sales techniques - or habits, as Schiffman calls them that will build your customer base and increase your sales. If you're in the business of one on one product or
service sales, this will boost your communications, planning, knowledge, rainmaking, visibility and
confidence. Schiffman tells you to ask people what they do and help them do it better by selling into their
priorities. Seems clear enough to us, given that the author doesn't only write - he also sells.
It's Not How Good You Are, It’s How Good You Want to Be: The World's Best Selling Book by Paul
Arden
http://www.amazon.com/gp/product/customer-reviews/0714843377
It's Not How Good You Are, It's How Good You Want to Be is a handbook of how to succeed in the world - a
pocket 'bible' for the talented and timid to make the unthinkable thinkable and the impossible possible. The
world's top advertising guru, Paul Arden, offers up his wisdom on issues as diverse as problem solving,
responding to a brief, communicating, playing your cards right, making mistakes and creativity, all notions
that can be applied to aspects
of modern life. This book provides a unique insight into the world of advertising and is a quirky compilation of
quotes, facts, pictures, wit and wisdom, packed into easy-to-digest, bite-sized spreads. If you want to
succeed in life or business, this is a must
The Sales Bible by Jeffrey Gitomer
http://www.amazon.com/gp/product/customer-reviews/0471456292
If salespeople are worried about how to sell, Gitomer (The Sales Bible) believes they are missing out on the
more important aspect of sales: why people buy. This, he says, is "all that matters," and his latest book aims
to demystify buying principles for salespeople. From the red cloth cover to the small trim size to the amusing
(but not cloying) cartoons on almost every page, this is an appealing and accessible book. The author is
obviously enthusiastic, if not manic, about sales, and though some of his mantras verge on hokey, much of
his prose is straightforward and realistic. Each chapter includes a mini table of contents, pull quotes and
takeaway sound bites, examples of typical whines from salespeople (e.g., "the client said they spent their
whole budget") paired with a positive response (e.g., "Decision makers make the budget. Non-decision
makers spend the budget"), and plenty of advice and ideas that can be taken in and studied as a whole or
referred to at random for inspiration.
Raving Fans: A Revolutionary Approach To Customer Service (Hardcover)
by Ken Blanchard, Sheldon Bowles
http://www.amazon.com/gp/product/customer-reviews/0688123163
The story of a golfer and his male fairy godmother who guides him through encounters with outstanding
service in a variety of business settings is an eloquent parable about customer service. The three-part
formula: First, decide on a vision-a level of service that perfectly reflects what you want to give customers.
Second, discover the specific needs and expectations of your customers and weave them into your vision of
how to serve them. Third, deliver your vision a step at a time, being absolutely consistent before stepping up
the service to the next level. Everyone serious about customer relationships should hear this. T.W.