A good read,
This review is from: Employees First, Customers Second: Turning Conventional Management Upside Down (Hardcover)
Enjoyed reading this book.
A look at how a pragmatic manager turned a company around, detailing his thought processes at the time and including mistakes as well as successes.
It is really all about the communication and trust that makes employees feel valued and they in turn make the customer feel valued.
I like a book with a happy ending.