This terrific book wastes no words and no time, but delivers the goods. Jack Mitchell, CEO of two high-end clothing stores in Connecticut, offers solid (if not all new) principles of customer service and relationship management in a personal, lively, entertaining way. The book is immediately applicable to retail and small businesses, and sheds much-needed light on managing a family business. The book draws a straight line from customer service to business success. The author, whose warmth and candor is totally endearing, may be faulted for denying that location matters. After all, his stores sit in one of the most affluent regions in the U.S., so he would probably enjoy some measure of success even with mediocre customer service. And, his customer service is great, intense to the point of being instructive. If he is overenthusiastic about his formula, that's to be expected of a salesman. We find a lot of useful material here for anyone in a customer-contact business and, as a bonus, this familial saga is really fun to read. Highly recommended.