I enjoyed this book but must admit at time it irritated me. If you are in service industry and have a passion to improve your own or your teams behaviour then this is a fantastic book to read. What it does really well is use a simple model to point out the pitfalls which lead to mediocre customer service. The style of the book is a little too simplistic and sometimes a little slow and I can imagine some readers getting irritated by what may come across patronising. I must admit I found it at times annoying but still thought it had some powerful messages. I do think it has influenced some of what I do at work which is not something you could say about every book.
