How You Do... What You Do

How You Do... What You Do
By Bob Livingston
9780071606127 287p

This book outlines the Service Excellence initiative, how to put it into practice at a company. Much of it focuses on a company called Crossmark, where Mr. Livingston spent 4 years implementing the initiative. Full disclosure: I work for Crossmark, was involved (on the lowest rungs) in the meetings, and was even awarded a service excellence award (the last one given before Crossmark changed their system). So I knew most of what this book was telling to reader, I lived it. But it was still interesting to read, as was the non-Crossmark stuff!
8/10