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Tom Peters says "Hal Rosenbluth's story is one of the great unsung business success sagas -- and in this fully revised and updated 10th anniversary edition of "The Customer Comes Second, " Rosenbluth and his co-author Diane McFerrin Peters offer proof that his leadership style is one for the new millennium.
The secret of his success, and that of his company, "Rosenbluth International" is simple: Hal Rosenbluth concentrates on his employees first, and his customers second. This is a formula that has worked for more than two decades, and has transformed his company from a small family business into a global industry leader, grossing over $6 billion.
In this classic on counterintuitive management practice, the entrepreneurial genius and visionary leader of Rosenbluth International shows you how to use exceptional service to win in "any" industry!
This insightful and compelling book reveals new ideas for hiring, motivating and managing employees, and shows how best to integrate technological innovation and creative solutions into the everyday work experience to ensure that your employees -- your company's greatest asset -- win you the best customers and propel your business to the greatest heights of success.
Rosenbluth's tried and tested methods show you how to build highly effective teams, inspire loyalty and initiative, and turn your workplace into a hotbed of synergy where people produce consistently incredible results.
For more than ten years, the strategies and ideas in this book have galvanized CEOs, entrepreneurs and managers everywhere, making fans of business leaders and thinkers like Jeff Greenfield, Scott McNealy and many others. These secrets continue to prove themselves today as Rosenbluth International has rapidly emerged as "the" foremost travel management company since its industry's devastation following 9/11. Find out how Hal Rosenbluth's winning ideas can transform you and your company: by putting your customer second, you're guaranteed to win!
Most people can't sleep the night before their first day of a new job. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews
The same principle works so well for Southwest Airlines, as described in the book "Nuts!". And indeed there seems to be many similarities between the approaches taken by Southwest and Rosenbluth, and the results they achieve.
Both companies enjoy huge financial success. They both lead their markets in quality of service and customer satisfaction. They both have a motivated, caring work force, willing to go very far for their customers, each other and the community. They both care deeply about people, and strive to make work a place where people learn, have fun and grow. They both hire people who have the right personality, and then train them to have the right skill.
The book differs from the Southwest book in it's structure, and has more of a how-to format. There are chapters on eg. hiring people, on learning, on service and on partnerships. At the end of each chapter, the salient points are summarized. Many of Rosenbluths policies and methods probably work only for them, but many others could be lifted straight into most companies, where they would create instant benefits for both people and the bottom line.
The book has very moving epilogue, that tells the story of how Rosenbluth handled events after the world trade center attack. Their business literally disappeared overnight. Nobody was travelling anywhere. Decisive action was needed, and they had to fire 100's of people.
In my opinion, a company's commitment to its values are tested mostly in adversity. And Rosenbluth certainly demonstrated the strength of its peoples commitment to each other and to the company. When the layoffs (or furloughs) were announced, people reacted by voluntarily offering to work for less money. People who could afford it asked to be furloughed in stead of colleagues who couldn't afford it. Leaders took pay cuts, so less of their people would have to be fired.
And those who were furloughed came by Hal Rosenbluths office in large numbers - to thank him and the company for the good times. I have seen other companies in trouble, and believe me, this sort of behaviour is not common.
The epilogue contains several letters written by Hal Rosenbluth to his associates (as employees are called in that company), and the dedication to the company and love for his people evident in those letters is truly moving. (There it is again - love. It's an important ingredient in both Southwest's and Rosenbluth's culture).
Rosenbluth recovered, and was soon able to bring back most of the people furloughed. Which is what people had been working extra hard to achieve.
I think there's a lot to learn from Rosenbluth Internation, and the way they do business, and this book makes it easy to learn from them. I recommend it highly!
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