"Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned ""service recovery."" And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers--and are a source of continuing business for years to come. Building on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system. Enlivened by John Bush's witty illustrations, the book explains: * The economics of recovery--what it costs when you lose customers, and how little it can cost to win them back * The processes, policies, and technology a company must have to ensure an effective, real-time recovery system * The manager's role in sustaining an outstanding recovery system--through training, coaching, empowering, supporting, inspiring, and rewarding great service providers."

Warner Business Book
A registered Trademark of Warner Books, Inc.

BE FAST. BE SMART.
...AND RULE
Which one is you? The hungry executive who works long hours, stays rigidly focused on one goal, and relies upon conventional technology-or the business person who trusts and follows his or her instincts, has already rejected the traditional nine-to-five routine, and is always miles ahead of the competition? The fact is, in today's business world, you are either a Wile E. Coyote...or a Road Runner. The choice is up to you.
BEEP! BEEP!

This entertaining and powerfully insightful book shows you how to make the right choices, how to outrun, outthink, and out-innovate your competition in true Road Runner style. Learn to:

• Make your own rules, set your own agenda, and speed up your company in the race for success

• Create a culture of curiosity and resourcefulness for your staff, and turn the people around you into innovators

• Use the free market system to liberate yourself and your organization

• Take advantage of Internet technology that helps individual entrepreneurs compete directly with major corporations

• Tap into the passion of your fellow Road Runners-who wouldn't know a time clock if they saw one.

With "Seven New Rules of the Road" and case histories of innovative start-ups and turn arounds, BEEP! BEEP! shows you how to hit the road running today-and enjoy yourself along the way.