Customer Comes Second Put Your People First and Watch 'Em Kick Butt

ISBN-10: 0060526564

ISBN-13: 9780060526566

Edition: 2002

List price: $26.99 Buy it from $10.13
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Tom Peters says "Hal Rosenbluth's story is one of the great unsung business success sagas -- and in this fully revised and updated 10th anniversary edition of The Customer Comes Second, Rosenbluth and his co-author Diane McFerrin Peters offer proof that his leadership style is one for the new millennium. The secret of his success, and that of his company, Rosenbluth International is simple: Hal Rosenbluth concentrates on his employees first, and his customers second. This is a formula that has worked for more than two decades, and has transformed his company from a small family business into a global industry leader, grossing over $6 billion. In this classic on counterintuitive management practice, the entrepreneurial genius and visionary leader of Rosenbluth International shows you how to use exceptional service to win in any industry! This insightful and compelling book reveals new ideas for hiring, motivating and managing employees, and shows how best to integrate technological innovation and creative solutions into the everyday work experience to ensure that your employees -- your company's greatest asset -- win you the best customers and propel your business to the greatest heights of success. Rosenbluth's tried and tested methods show you how to build highly effective teams, inspire loyalty and initiative, and turn your workplace into a hotbed of synergy where people produce consistently incredible results. For more than ten years, the strategies and ideas in this book have galvanized CEOs, entrepreneurs and managers everywhere, making fans of business leaders and thinkers like Jeff Greenfield, Scott McNealy and many others. These secrets continue to prove themselves today as Rosenbluth International has rapidly emerged as the foremost travel management company since its industry's devastation following 9/11. Find out how Hal Rosenbluth's winning ideas can transform you and your company: by putting your customer second, you're guaranteed to win!
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Book details

List price: $26.99
Copyright year: 2002
Publisher: HarperCollins Publishers
Publication date: 8/20/2002
Binding: Hardcover
Pages: 304
Size: 6.25" wide x 9.50" long x 1.00" tall
Weight: 1.188
Language: English

Described by one observer as "a future visionary for American management," Hal F. Rosenbluth has written two books to outline his business philosophy of "putting people first." Rosenbluth's great-grandfather, Marcus Rosenbluth, founded Rosenbluth Travel in 1892 in Philadelphia to provide steamship transportation for European immigrants to the United States. When Hal Rosenbluth entered the still-thriving family business in 1977, he saw "powerful individual efforts thwarted by a lack of teamwork." He joined some mavericks in the firm who were developing its corporate travel department in response to airline deregulation. There Rosenbluth found "a spirit of cooperation, friendship, fierce dedication, and hard work." To extend those qualities to the rest of the company, Rosenbluth invented a highly successful formula for businesses. It outlines clear routes that will lead to advancement or demotion, rewards for those that help others, encouragement for employees who offer ideas, limited bureaucracy, and measurable goals. The results for Rosenbluth Travel were annual bookings in the $1.3 billion range and inclusion in The 100 Best Companies to Work for in America. Rosenbluth discusses his formula for success in The Customer Comes Second and Other Secrets of Exceptional Service (1992) and Good Company: Caring as Fiercely as You Compete (1998), co-authored with Diane McFerrin Peters.

The Power of People
How It All Begins
Happiness in the Workplace
Finding the Right People
Perpetual Learning: A Secret Weapon
Service Is an Attitude, an Art, and a Process
The Creation of a Culture
The Birth and Nurturing of Ideas
The Gardening Process
Inventing the Future
Inventing the Future
Technology as a Tool
Look Around You
Open Partnerships
Blazing New Trails
Afterword: A Lot to Digest
Epilogue: A Changed World
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