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Discovering the Soul of Service

By Leonard L Berry
From Berry's exacting study of fourteen mature, highly successful, labor-intensive companies comes an astonishing revelation: the single most important factor in building a lasting service business is not a matter of savvy business practice, but of humane values. In all fourteen award-winning companies - Bergstrom Hotels, The Charles Schwab Corporation, Chick-fil-A, The Container Store, Custom Research Inc., Dana Commercial Credit, Dial-A-Mattress, Enterprise Rent-A-Car, Midwest Express Airlines, Miller SQA, Special Expeditions, St. Paul Saints, USAA, and Ukrop's Super Markets - values-driven leadership connects with strategic focus, executional excellence, control of destiny, trust-based relation-ships, generosity, investment in employee success, acting small, and brand cultivation to drive customer satisfaction, innovation, and growth. Dedicating a chapter to each of these nine drivers, this book is the most far-reaching and insightful vision ever presented of the principles and step-by-step actions that continuously bring success to life in a company.



Posted April 1, 2016, 3:38 PM with category of Leadership & Strategy
Eight organizational blueprints from which to draft your own. Read more

NEWS & OPINION: Discovering the Soul of Service, an interview with Dr. Leonard Berry

Posted February 16, 2009, 4:20 PM with category of Management & Workplace Culture
My purpose in this book is to identify, describe, and illustrate the underlying drivers of sustainable success in service businesses. - Dr. Leonard Berry Len Berry is the disciple of service. Read more

NEWS & OPINION: 100 Best: Jack interviews Dr. Leonard Berry, author of Discovering the Soul of Service

Posted February 16, 2009, 3:57 PM with category of Management & Workplace Culture
You may have heard Len Berry's name come up in our conversation. He is the disciple of service. He has studied, researched and dissected what good service means from the likes of the Mayo Clinic, Charles Schwab, Enterprise Rent-A-Car, and Midwest Express Airlines. Read more

NEWS & OPINION: From Herb Kelleher of Southwest Airlines

Posted July 17, 2007, 2:07 PM with category of Leadership & Strategy
I have seen brilliant entrepreneurial strategies falter as an organization grows and matures. Obviously, you manage a $25 billion company differently than you do a $25 million company. But you change your practices, not your principles. Read more

NEWS & OPINION: WSJ Recommended Reading: Build and Expand Your Business

Posted May 8, 2006, 2:55 PM with category of Management & Workplace Culture
In today's special section of the Wall Street Journal, the topic is small business. Writer Sarah Needleman asks Container Store CEO Kip Tindell what he would recommend for your reading list. Tindell says that Co-Opetition is: "probably the best business book I've ever read. Read more


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ISBN: 9780684845111

About the Hardcover

Publisher Free Press
Publish date 02/12/1999
Pages 288
ISBN-13 9780684845111
ISBN-10 0684845113
Language English

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