Book Description
A wise and practical book that helps business managers achieve ultimate success by identifying and rectifying the small problemsthe broken windowsthat can and will sink your business. Social psychologists and law enforcement officials agree: If a window in a building is broken and left in its ruined state, the rest of the windows will soon be shattered, and the neighborhood will subsequently go downhill. According to business author Michael Levine, this same notion can be applied to the world of business. In BROKEN WINDOWS, BROKEN BUSINESS, Levine guides readers through his premise that all big dilemmas in business stem from lack of attention to small details. Using dozens of corporate broken window case studies, including McDonalds, K-Mart, Google, JetBlue, and more, he argues that by integrating the solutions to small problems into a much larger plan, the resulting combined solution can stimulate overall business growthand keep customers coming back for more.
Customer Reviews:
not much value.......2006-11-24
This is a very simplistic book and reading it provided me with no knowledge that I didn't already have. The author could get across every point in the entire book in a five page summary. He starts by telling us about the broken window theory put forth in 1982 and illustrated a few examples of how it lead to lower crime. He references both the original Atlantic Monthly article, as well as "The Tipping Point" (which I highly recommend), and some other texts and speeches that are written much better than his book and that actually contain original and interesting information.
The author explains in very simple language how this theory can be applied to business. Essentially the entire book says that "broken windows" in business are the little things that go wrong, and how a business can't afford to let this happen. He spends almost half of the book talking about how "people can be the ultimate broken window" and how customer service is one of the most important aspects of your business. These concepts are so simple, that they are basically just reiterations of common business sense.
This book does not probe deeply, nor does it even come close to actually delivering any insight or analysis beyond the most superficial. While his case studies are potentially interesting, he doesn't spend more than two pages on any given one.
This book is only worth reading if you want some simple concepts and rules that you already know listed in a convenient format. Personally, I found that buying and reading this book was a waste of time. There are plenty of other books about business that contain information and insights that you don't already know.
A Reinforcement of Good Logic.......2006-04-24
This book reinforces some solid business concepts which you probably have read or heard about previously. The basic logic is that little things count and is best summed up in an old rhyme or proverb
For want of a nail the shoe was lost.
For want of a shoe the horse was lost.
For want of a horse the rider was lost.
For want of a rider the battle was lost.
For want of a battle the kingdom was lost.
And all for the want of a horseshoe nail.
The title and the logic is borrowed from an article published by criminologists George L. Kelling and James Q. Wilson in the Atlantic Journal, March 1982 (http://www.theatlantic.com/doc/prem/198203/broken-windows). Malcolm Gladwell addressed this concept very cogently and interestingly in his best seller - The Tipping Point. (Now that IS a five star book).
Levine references a large number of corporations to illustrate the impact or fixing / not fixing broken windows. Although the publication date suggests November 2005, this book must have gone to press a long time prior to that. He castigates McDonald's for failure to implement the basics and states if Ray Kroc were to return today, he would die of embarrassment. That might have been accurate three years ago but not today. Indeed, the hamburger giant is now a poster child for the author's argument. It has made a dramatic effort to fix its broken windows including better food quality (quality is relative folks), much cleaner, fresher restaurants and a determined effort to make customers more welcome. It is because McDonald's has fixed many of its broken windows that it can now present consistent and substantial same store sales growth for the past three years. So McDonald's truly does prove his point, but this change was pretty obvious for at least two years prior to publication date.
The best chapter in the book is probably the one on Obsession and Compulsion. The author's view is that successful CEO's display an almost obsessive compulsive disorder in ensuring that basics are implemented, that staff is trained well and service is the "absolute center of broken windows for business". He cites Starbucks' Howard Schultz and George Steinbrenner of the New York Yankees as obsessive, compulsive examples in their business dealings.
Behavior change does not happen overnight. It is a long slow process which requires constant reinforcement, which is why this book may be worth reading. If you and your colleagues are avid students of customer service and getting it right first time, (in other words have read a lot of good books on the topic) this book will add one more impression to help you believe that the basics do count and that broken windows do lead to broken business.
If its broken fix or it will get much worse.......2006-04-09
The basic premise of this book is built on a 1982 paper by James Q. Wilson and George L. Kelling entitled "Broken Windows" in the Atlantic Monthly magazine. The articles explains that by rigorously addressing seemingly insignificant crimes (fair jumping, graffiti, jay walking, and vandalism) that there could be an actually decrease the level of serious crimes. This thinking was rather famously applied in New York City's Mayor Rudolf Giuliani. It cut the number of murders in New York by 1/2. Levin comments that the original paper pointed out the if broken windows were replaced and graffiti removed the overall feeling was people cared and if minor crimes were not tolerated the overall feeling of that strong law enforcement existed. The paper also pointed out if pane of glass was broken it was not long until the entire windows (all the panes) were broken. Levin applies this thinking to business (thus the title). If a pane in a window is broken (bad customer experience is tolerated) that additional panes will be broken (more bad customer service) until the entire window is broken and quite possible the entire business ceases operation. Levine explores the concept of broken windows in business from multiple angles, while looking at example of several business in multiple industries.
"A Dour, Hectoring Treatise...".......2006-03-25
"A Dour, Hectoring Treatise..." says the reviewer from Publsihers Weekly. It is an entirely just criticism, as this is possibly the most downbeat book on achieving business success that I've ever read. While the premise is intriguing, the actual substance of the book is pretty thin. Yes, we know that details are important and that the little things do matter. Yet, the author's idea of good business practice seems to be to obsessively micromanage every aspect of your business and of your employees' behavior. Do yourself a favor and read anything by Seth Godin, instead of this condescending drivel. Seth says, "Stop trying to be perfect and start being remarkable." I couldn't agree more.
Good customer service book.......2006-03-14
This book is about the small yet impactful things every business should pay attention to to avoid slow failure. It covers management areas like brand, product management and customer loyalty, but superior customer service is at the base of all the recommendations. Excellent ideas for increasing customer loyalty in multiple areas across a business from the counter person in a coffee shop to the CEO and executive team. Every time you pick it up you'll find a new idea to fit your current business challenge or priority. Don't underestimate the importance of the subtle recommendations and you'll find you pick this book up more than once as you think about your business.
Product Description
Total Responsibility Management uses managerial familiarity with quality management to provide a systemic framework for managing a company's responsibilities to stakeholders and the natural environment that can be applied in a wide range of sectoral and geographic contexts. Almost every manager today knows that satisfying customers by meeting their quality demands is a critical component of business success. Quality management is a given in modern companies - a competitive imperative. Yet it was not always so. Back when the quality movement was getting started, few managers really understood either the importance of quality to customers or how to manage for quality. Much the same could be said today about managing responsibility. Why and how should responsibility be managed? What is responsibility management? Total Responsibility Management answers these questions while at the same time providing a systemic framework for managing a company's responsibilities to stakeholders and the natural environment that can be applied in a wide range of contexts. This framework uses managerial familiarity with quality management to illustrate the drivers for responsibility management. Companies know that product or service quality affects their customer relationships and the trust customers have in the company's products and services. So, too, a company's management of its responsibilities to other constituencies affects its relationships with those other stakeholders and the natural environment. But why bother? The answer is quite simple. Never has it been easier for employees, reporters, activists, investors, community members, the media and other critical observers to find fault with companies and their subsidiaries. A problem identified, even in a remote region or within a remote supplier, can instantaneously be transmitted around the world at the click of a mouse. Ask footwear, toy, clothing and other highly visible branded companies what their recent experience with corpo
Average customer rating:
- In a sea of selling books, this one sails above the rest
- Skeptic at first, then impressed
- A handbook of how to sell respectfully and ethically
- Confidently recommended as a superbly balanced work
- At peace with sales in a high pressure world
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ZenWise Selling: Mindful Methods to Improve Your Sales...and Your Self
Lee Godden
Manufacturer: Telsius Publishing
ProductGroup: Book
Binding: Paperback
 General
| Business & Investing
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Customer Service
| Industries & Professions
| Business & Investing
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General
| Sales & Selling
| Marketing & Sales
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Techniques
| Sales & Selling
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Zen
| Buddhism
| Religion & Spirituality
| Subjects
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ASIN: 0974007609 |
Product Description
Lee Godden's award-winning book, ZenWise Selling: Mindful Methods to Improve Your Sales...and Your Self, clearly explains how to sell goods and services profitably and ethically, and how to achieve both financial and personal success as a sales professional. Selling can t be done on auto-pilot. Successful sales professionals are consultative experts who know that prospects become customers only after trust and credibility are established. ZenWise Selling teaches how to easily and efficiently attract and retain customers, and how to deepen and broaden customer relationships. Readers will examine their values and ethics, strengths and weaknesses, desires and fears. This inspirational, fast-paced and interactive book will help them sell more...with less stress. ZenWise Selling was named Finalist in ForeWord's Book of the Year Awards, and has been translated into several languages for distribution worldwide.
Customer Reviews:
In a sea of selling books, this one sails above the rest.......2004-08-17
In a sea of books that teach strategies to help people become better salespersons, ZenWise Selling aims to teach the salesperson to become a better person, first. Once on this path, the salesperson will find the journey adventuresome and filled with lifelong successes. I also loved the Appendix overviewing the origins and history of Zen. WOW!
Brenda Avadian, M.A.
TheCaregiversVoice.com
Speaker and Author, "Where's my shoes?" My Father's Walk Through Alzheimer's (2nd ed) and editor of the Finding the JOY in Alzheimer's series.
Skeptic at first, then impressed.......2004-08-09
I've learned eight or nine different sales strategies over the years. I assumed ZenWise Selling was just another spin on the same old tune: techniques to 'buddy up' to prospects until you can effectively pitch them. While this book touches on standard prospecting and presenting, it mainly focuses on the individual doing the selling. Why are they doing this? What makes them tick? I really appreciated the 'fill in the blank' exercises. (My first answers weren't always the most correct.) If you want something that touches the heart of the salesperson, buy this book.
A handbook of how to sell respectfully and ethically.......2004-06-11
We talk a lot about marketing. And one-to-one contact is, of course, a major piece of the larger marketing pie. The act of meeting with a prospect, or speaking to one over the telephone, and convincing that person that your products and services can fill a need, solve a problem, or make an improvement is one of the most badly practiced arts around--so many people don't have a clue about how to sell ethically and in a way that fully respects the prospect.
Therefore, it's always nice to recommend a resource that can improve the selling experience for both seller and buyer. I recommend a few such books in the Principled Pro fit bibliography, which is now posted on the website. And I'm always glad to find more.
Lee Godden sent me a copy of his new book, ZenWise Selling, and he's clearly based in exactly that kind of wisdom. He espouses a gentle, mindful selling orientation that replaces the aggressive hard sell. Instead, he suggests really listing, ethical behavior, and accepting the ups and downs of the process as a keen observer of the world, as opposed to as someone who gets bent out of shape by every little setback.
Godden is a Zen practitioner, and there's certainly quite a bit about meditative techniques and general Zen practices, as well as a nice little history of Zen at the end of the book. But he isn't preachy, and even if you don't see yourself meditating, there's much here that will be useful and practical for anyone in sales.
And actually, while reading this book, I had an emergency root canal on one of my teeth. I let Lee's message flow over me, and achieved a meditative state in the dentist's chair that made the procedure a lot less painful, and the recovery a lot faster, than it might have been.
Confidently recommended as a superbly balanced work.......2004-01-12
Zen Wise Selling: Mindful Methods To Improve Your Sales... And Your Self by sales trainer, public speaker, and Zen practitioner Lee Godden offers readers a unique blend of Zen principles and great business methodologies revolving around the core idea that excellence in personal understanding, bearing, character and credibility will inevitably result in excellent sales. From living and selling in-the-moment; to learning to accept, embrace, and learn from one's failures and fears; to the arts of managing salespeople; to team selling, and more, Zen Wise Selling is confidently recommended as a superbly balanced work leading to self-improve-ment on physical, economic, and spiritual fronts.
At peace with sales in a high pressure world.......2003-12-10
"Zen Wise Selling" is about achieving the Holy Grail of sales - clearing your mind, finding calm and peace within yourself, and selling without any stress despite looming deadlines, quotas, and other standard fare of sales. Scattered throughout the book are multiple exercises to help the reader find that peace inside their self. This peace translates into a stronger personal aura and a strong sense of presence.
One of the most important points of the book besides establishing this internal peace is to approach each sales opportunity from a fresh viewpoint with no preconceptions. This allows an honest relationship to develop between the customer and salesperson and a true partnership. This is selling with integrity at it's best. "Zen Wise Selling" is not a sales techniques book but a book on the foundation that underlies all relationships, including sales. The information in sales techniques books can then be applied to this foundation. Sell more, less stress, more peace, achieve the Zen of selling. "Zen Wise Selling" is a highly recommended book.
Book Description
Give employees effective telephone skills and you will see what a powerful business tool the phone can be. Everything from voice inflection to follow-up calls is covered in this course. Understand customers' needs. Ask effective questions. Master proper telephone techniques.
Customer Reviews:
Telephone Courtesy & Customer Service.......2007-08-09
Not exactly what I expected. I was looking for new information. This is information that has been redone numerous times.
Book.......2007-02-18
Seller sent book in excellent time frame and the books was in excellent condition. I would recommend this seller. I would buy from this seller again.
Average customer rating:
- Turning Sales into Helpful, Pleasant Customer Experiences
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Selling to Your Grandmother
Chris Coltran
Manufacturer: Tribal Press
ProductGroup: Book
Binding: Paperback
Customer Service
| Industries & Professions
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General
| Sales & Selling
| Marketing & Sales
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Techniques
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ASIN: 0976015609 |
Book Description
"Selling to Your Grandmother" is not just another How-To book on sales, but a book written from the perspective, "Imagine if you treated every customer like you would treat your own Grandmother." Most people don't realize that they are in sales. That's right! Whether you knew it or not, you are a salesperson. Filled with some of the authors' own experiences, as well as actual stories from real salespeople, this book provides a simple approach to selling. Highly effective quotes, and entertaining illustrations of Grandma, make reading a breeze. Unlike most sales books, no complicated flow charts or confusing graphs are anywhere to be found. Selling to Your Grandmother will capture your imagination, and give you a fresh perspective on how to approach sales. Make sure you have a couple of hours, because once you start reading, you won't be able to put it down. By the time you finish, you will have visions of your own Grandmother shopping in your store, and if you treat them like you would treat your own Granny, you will see your sales soar to new heights.
Customer Reviews:
Turning Sales into Helpful, Pleasant Customer Experiences.......2004-10-02
$elling to Your Grandmother was a new concept for me so I decided to give it a try. The basic idea is that you think about how you would treat your grandmother and act accordingly in helping your customer.
The book is enlivened by gently humorous illustrations of a grandmother by Joel Barbee.
The book is a simple, pleasant read and one that will make understanding how to sell much easier for many first-time salespeople. The book is filled with examples of people selling items that are used at home (whether floorcoverings, furniture, appliances or electronic equipment for music). People who work in those areas will find the book to be just right for them.
Mr. Coltran does a good job of explaining how a salesperson can go wrong. He uses a number of good examples from his own experience and that of others to reinforce his points.
Best of all, the book is very commonsense. I doubt if anyone will have any problems forgetting its messages or what needs to be done. If you do have such problems, pages 191-204 will give you what you need to know.
If you are a grandmother and one of your grandchildren is about to go into home product sales, this book would make a very meaningful gift.
So, how can you $ell like you are selling to your grandmother today?
Average customer rating:
- Look out, a humorous, realistic, easy read on insurance
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Insuring QualityHow to Improve Quality, Compliance, Customer Service, and Ethics in the Insurance Industry
Les Abromovitz , and
Hedy Abromovitz
Manufacturer: CRC
ProductGroup: Book
Binding: Hardcover
General
| Business & Investing
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Customer Service
| Industries & Professions
| Business & Investing
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General
| Insurance
| Industries & Professions
| Business & Investing
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Quality Control
| Management & Leadership
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Total Quality Management
| Management & Leadership
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Social Services & Welfare
| Poverty
| Current Events
| Nonfiction
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All Titles
| Qualifying Textbooks - Fall 2007
| Stores
| Books
ASIN: 1574441507 |
Book Description
How can insurance providers boost their image and increase business? Hedy and Les Abromovitz's Insuring Quality takes a hard look at the insurance industry and suggests innovative new ways of improving customer satisfaction, turbo-charging sales and polishing the tarnished image of the industry. The insurance industry has an image problem. From Woody Allen movies to greeting cards, insurance agents are ridiculed as boring, overbearing pests out to make a quick buck at someone's expense. Recent criminal investigations into some of the nation's largest insurance providers have only made the situation worse. And that's bad news for insurance professionals - for more than any other business, the insurance industry is built on trust. This book was written by insurance professionals for insurance professionals - so every example in the book is based on a real-life situation. There's no ivory tower philosophizing or impenetrable jargon; just practical advice from two veterans who have examined the true relationship between quality, ethics, and customer service. As the authors say, "Insuring Quality will help your organization solve real-life problems. It's for the people in the trenches..."
Customer Reviews:
Look out, a humorous, realistic, easy read on insurance.......1998-01-05
At first, I thought this book was for company employees only to find out how to put "quality" into insurance, but I was pleasantly surprised that as an insurance professional myself, I learned a great deal about the importance of quality and ethics in this industry. The authors inject some amusing anecdotes, and make you think in different terms about insurance, and how important customer service is. Read it...you'll learn and laugh at the same time.
Average customer rating:
- Excellent book!
- Excellent Information, in "easy to understand" detail!
- How to safeguard your e-business customers
- How to safeguard your e-business customers
- A very informative and useful book
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Net Privacy: A Guide to Developing & Implementing an Ironclad ebusiness Privacy Plan
Michael Erbschloe , and
John R. Vacca
Manufacturer: McGraw-Hill Companies
ProductGroup: Book
Binding: Hardcover
General
| Business & Investing
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Customer Service
| Industries & Professions
| Business & Investing
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General
| E-commerce
| Industries & Professions
| Business & Investing
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Management
| Management & Leadership
| Business & Investing
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Negotiating
| Management & Leadership
| Business & Investing
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Network Security
| Networking
| Computers & Internet
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Internet
| Home Computing
| Computers & Internet
| Subjects
| Books
| Internet & Education
| Online Searching
| Web Browsers
| Web for Kids
E-Commerce
| Business & Culture
| Computers & Internet
| Subjects
| Books
ASIN: 0071370056 |
Book Description
Ensure corporate privacy online with this step-by-step guide
Whether your company needs to safeguard your customers'personal information, or keep e-intruders from accessing company secrets, your organization must have an effective, organization-wide privacy plan. NET PRIVACY shows you how to design and implement one. Authors Michael Erbschloe and John Vacca, two acknowledged experts on the subject, explore in-depth the key privacy issues that lead to the breakdown of e-businesses. Then they walk you through the steps necessary for developing, implementing, and managing a proven enterprise privacy plan. You get clear, accessible explanations of the technology involved -- plus proven techniques for measuring the plan's success.
Download Description
Michael Erbschloe and John Vacca explore, in-depth, the key privacy issues leading to the breakdown of ebusinesses today.
Customer Reviews:
Excellent book!.......2001-08-13
This book addresses every aspect of doing business on the Internet securely. A must read for anyone that uses the Internet to either buy or sell.
Excellent Information, in "easy to understand" detail!.......2001-07-19
This is an excellent book for the skeptic who thinks that "it can't happen to us!" I think many different companies (government and private sector alike) will be amazed at how comparitively little it actually costs to prevent a corporate disaster. Ever wish to go inside the mind of a good hacker and learn how he does it? This is the book for you!
How to safeguard your e-business customers.......2001-07-18
The ubiquitous Internet is a double-edged sword. A major benefit is sharing information; a major detriment is the risk to customers of divulging private information. For e-businesses, therefore, privacy is a showstopper issue. This book was written to promote e-business success by helping organizations evaluate privacy needs, establish a privacy task force, use technologies to provide maximum protection, formulate privacy policies and procedures, implement and test privacy procedures, and monitor and modify privacy protection. This one's a winner--for companies that want to "win" at e-business.
How to safeguard your e-business customers.......2001-07-18
The ubiquitous nature of the Internet is a double-edged sword, with sharing information a major benefit, and the risk of divulging private information a major detriment. In the rush to establish an e-business, organizations can't afford to ignore the showstopper issue: privacy. Erbschloe and Vacca provide a how-to for businesses to help them evaluate their privacy needs, establish a privacy task force, use privacy technologies to the best advantage, formulate privacy policies and procedures, implement and test privacy procedures, and monitor and modify their privacy protection. This one's a winner--for businesses that want to "win" at e-business.
A very informative and useful book.......2001-07-11
A very informative and useful book in an area which is near and dear to all of us as we open up to the world of i-payments.
Average customer rating:
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Achieving Excellence in Stakeholder Management
Manufacturer: Springer
ProductGroup: Book
Binding: Hardcover
General
| Popular Economics
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Customer Service
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Ethics
| Business Life
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New Business Enterprises
| Small Business & Entrepreneurship
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Manager's Guides to Computing
| Business & Culture
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General
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All Amazon Upgrade
| Amazon Upgrade
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Business & Investing
| Amazon Upgrade
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Computers & Internet
| Amazon Upgrade
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Similar Items:
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Putting Stakeholder Management into Practice
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Customising Stakeholder Management Strategies: Concepts for Long-term Business Success
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Stakeholders: Theory and Practice
ASIN: 3540002553 |
Book Description
Today, Stakeholder Management is a term commonly used to describe the policy towards all interest groups that have a stake in a company or an institution, but the crucial question is how this concept can be best applied to a company's context. In this book, companies using a Stakeholder Management tool give their first-hand account of how this tool enables them to successfully measure, monitor and manage their stakeholders' performance. The experience of these companies highlights how across different sectors and countries strong customer relationships, committed employees and successful relationships with suppliers can be created to stay at the forefront of today's global economy. Company contributions are complemented by expert articles about current business topics such as Performance Measurement, Balanced Scorecard and Data Mining methodologies.
Book Description
In today's business world, competition is fierce and appears from every corner of the globe. But the key factor in success for any business entity is its people. Business is the People & People are the Business emphasizes the critical relationship between healthy personnel and the success of companies, industries, and society. It approaches the topics of establishing, managing, and conducting business from the human side of the equation rather than from the bottom-line alone.
Author Vahé Akay addresses the six key components of any business entity:
· Healthy personnel
· Sound management
· Smart organization
· Effective communication
· Appropriate Policies and procedures
· Successful Products
Akay explains what is considered ethical and proper etiquette and what is not, and how to apply these concepts to the six components in order to create a humanized corporation. To better explain and communicate these crucial topics, Akay uses several personal experiences from his twenty-four-year professional career. He also shares the personal tragedies that shaped his appreciation for the human component of business.
Business is the People & People are the Business presents a personal and professional evolution in workplace ethics that demonstrates how employees and businesses can evolve and reach new heights together.
Books:
- Business Communication: Process and Product (with InfoTrac®)
- Capitalism and Slavery
- Competing on Analytics: The New Science of Winning
- Designing Dynamic Organizations: A Hands-On Guide for Leaders at All Levels
- Dialectics and Deconstruction in Political Economy
- Diffusion of Innovations, 5th Edition
- Diversity Amid Globalization: World Regions, Environment, Development (3rd Edition)
- Don't Let Your HMO Kill You : How to Wake Up Your Doctor, Take Control of Your Health, and Make Managed Care Work for You
- Economic Origins of Dictatorship and Democracy
- Empire of the Bay: An Illustrated History of the Hudson's Bay Company
Books Index
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