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The Million Dollar Greeting

Autor Sachs, Daniel Cu Janet Scott
en Limba Engleză Hardback
Hospitality guru Dan Sachs, consultant to the likes of Danny Meyers, interviews business leaders at highly successful companies nationwide to reveal their proven, but little-known practices for high profit and employee loyalty at no or little cost to the business owner, and what practices are critical for all businesses to implement today.

For more than twenty years, Dan Sachs has helped established and emerging businesses implement simple hospitality practices that grow profits quickly and create a culture of employee satisfaction and retention. In The Million Dollar Greeting, readers accompany Sachs as he travels across the United States, interviewing leaders from giants like Zappos and Hyatt Hotels to smaller names like Brooklyn Brewery and the Union Square Hospitality Group, to expose their proven practices for this and share how readers can easily implement the practices in their own business, no matter its industry, size, or location.

The original words of the business owners, including their practices, many of which are told for the very first time, are shared and analyzed by Sachs. Instructional takeaways are written for the business world as it exists in 2018 and with consideration for expected changes over the coming years. Topics covered include answering the question of what modern-day hospitality is and why it matters in the digital age; what hospitality practices lead to high financial rewards and the retention of top employees; the best ways to manage employees of all ages, from baby boomers to millenials, generations X and Y; what hospitality practices are critical now, capable of making or breaking a company; what practices are dated and should be ended; and what practices will grow increasingly critical for businesses to implement over the coming years.

People interviewed in the book include:
  • Rob Siefker (Zappos)
  • Mike McDerment (FreshBooks)
  • Steve Hindy (Brooklyn Brewery)
  • Ari Weinzweig (Zingerman's Delicatessen)
  • Richard Coraine (Union Square Hospitality Group)
  • Mark Hoplamazian (Hyatt Hotels
  • Paul Speigelman (BerylHealth)
  • Jerrod Melman (Lettuce Entertain You Enterprises)
  • Nick Sarillo (Nick's Pizza & Pub)
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Specificații

ISBN-13: 9781948062145
ISBN-10: 1948062143
Pagini: 208
Greutate: 0.45 kg

Notă biografică


Cuprins

Introduction: A Brief (But Necessary) History of Customer Service

It All Starts with Hospitality, Baby

Section 1: The Evanglists

  1. Zingerman's: Laser-Focused on Customer Service
  2. Nick's Pizza & Pub: Employees in Charge
  3. BerylHealth: Everyone Deserves a “Thank You”

Section 2: The Transformers

  • Zappos: If You're Not Changing, You're Dying
  • FreshBooks: It's All about the Rock Stars—a.k.a. Customer Service
  • Brooklyn Brewery: Education
  • Section 3: The Pragmatists

  • Lettuce Entertain You: Consistency for the Brand and the Customer
  • Union Square Hospitality: Start at Square One—HIRING
  • Hyatt: Top-Down Empathy
  • Lessons Learned