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 Overview

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