I was looking for a book that I could recommend to my business consultancy clients and after a huge amount of research came across this book. I read all the reviews and the book description but wondered if it could really be that good! I wasnt disappointed as when it arrived I discovered it was a book you could both read from cover to cover and also use as an exhaustive reference tool for customer care. I have now added it to my recommended reading list for my business startup clients and business growth consultancy clients. I wouldnt hesitate to recommend this to anyone, especially those that even think they know it all as its a comprehensive reminder and will also bring you bang up to date too with a mountain of ideas, tools and methods of improving your customer service and hence gaining more clients then retaining them!!!