I absolutely love this book - so much so I have currently lent it to a friend, who also owns a business. I found this book not only an enjoyable and entertaining read, but whenever I am doing customer service training with my team I tend to use one of the many examples from the book. The book and stories/examples within really get you thinking and excited as to what you can introduce to your own business. I would recommend it to anyone!! I think I'm going to go out and buy another copy, as my friend loves it so much she's kept hold of it!