The Million Dollar Greeting : Today’s Best Practices for Profit, Customer Retention, and a Happy Workplace

"Giving customers a good experience is still the route to loyalty, a good brand, and profitable sales. Here is how businesses large and small deliver it. And how you can, too."--Foreword

Interviews with innovative business leaders and compelling case studies reveal today's best practices for customer and employee loyalty, high profits and sustainability, and a fulfilling work culture in businesses of all sizes. 

Dan Sachs guides established and emerging businesses as they strengthen employee morale, customer retention, and profits. In The Million Dollar Greeting, he interviews cutting-edge leaders from large and small companies that are consistently profitable with their success directly tied to exceptional customer satisfaction and employees who rank their company among the top places to work. 

The original words of the business owners, including their practices, are shared and analyzed by Sachs and instructional takeaways are written for the business world as it exists today and with consideration for expected changes over the coming years. Topics covered include answering the question of what modern-day customer service is and why it matters in the digital age; what interpersonal practices lead to brand loyalty, high financial rewards, and the retention of top employees; how to create a dynamic work culture and the best ways to support employees of different age groups; and what practices will grow increasingly critical for businesses to implement over the coming years. 

Among the business leaders interviewed in the book and companies given as case examples are:

• Rob Siefker of Zappos
• Mark Hoplamazian of Hyatt Hotels
• Ari Weinzweig of Zingerman’s Delicatessen
• Steve Hindy of Brooklyn Brewery
• Mike McDerment of FreshBooks
• Richard Coraine of Union Square Hospitality Group
• Paul Speigelman of BerylHealth
• Jerrod Melman of Lettuce Entertain You Enterprises
• Nick Sarillo of Nick’s Pizza & Pub 

For all entrepreneurs, managers, and employees eager to see their company thrive, this insightful volume reveals how to make your business stand out from competitive companies, how to be effective in your position, and how to make sure fulfillment and success define your business in today’s competitive climate and for years to come. 

 

Interviews with innovative business leaders and compelling case studies reveal today's best practices for customer and employee loyalty, high profits and sustainability, and a fulfilling work culture in businesses of all sizes. Dan Sachs guides established and emerging businesses as they strengthen employee morale, customer retention, and profits. In The Million Dollar Greeting, he interviews cutting-edge leaders from large and small companies that are consistently profitable with their success directly tied to exceptional customer satisfaction and employees who rank their company among the top places to work. The original words of the business owners, including their practices, are shared and analyzed by Sachs and instructional takeaways are written for the business world as it exists today and with consideration for expected changes over the coming years. Topics covered include answering the question of what modern-day customer service is and why it matters in the digital age; what interpersonal practices lead to brand loyalty, high financial rewards, and the retention of top employees; how to create a dynamic work culture and the best ways to support employees of different age groups; and what practices will grow increasingly critical for businesses to implement over the coming years. Among the business leaders interviewed in the book and companies given as case examples are: Rob Siefker of Zappos Mark Hoplamazian of Hyatt Hotels Ari Weinzweig of Zingerman's Delicatessen Steve Hindy of Brooklyn Brewery Mike McDerment of FreshBooks Richard Coraine of Union Square Hospitality Group Paul Speigelman of BerylHealth Jerrod Melman of Lettuce Entertain You Enterprises Nick Sarillo of Nick's Pizza & Pub For all entrepreneurs, managers, and employees eager to see their company thrive, this insightful volume reveals how to make your business stand out from competitive companies, how to be effective in your position, and how to make sure fulfillment and success define your business in today's competitive climate and for years to come. "For more than twenty years, Dan Sachs has helped established and emerging businesses use hospitality practices to strengthen employee morale, customer retention, and profit. In [this book], Sachs travels across the United States and to Canada, interviewing leaders from consistently profitable companies whose success is directly tied to their exceptional customer service, and employees who rank their organization in the top tier of places to work in North America. The original words of the business leaders, including their practices, are shared and analyzed by Sachs. Instructional takeaways are written for the business world as it exists today 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 interpersonal practices lead to brand loyalty, high financial rewards, and the retention of top employees; how to create a dynamic work culture; and the best ways to support employees of different age groups, from baby boomers to millennials. The interviewees include: Mark Hoplamazian (Hyatt Hotels); Rob Siefker (Zappos); Ari Weinzweig (Zingerman's Delicatessen); Mike McDerment (FreshBooks); Steve Hindy (Brooklyn Brewery); Richard Coraine (Union Square Hospitality Group); Paul Spiegelman (BerylHealth); Jerrod Melman (Lettuce Entertain You Enterprises); Nick Sarillo (Nick's Pizza & Pub)."--Dust jacket Veteran hospitality expert Dan Sachs interviews top business leaders to reveal how extraordinary customer service brings high profit, brand loyalty, and a vibrant workplace, and to share how you can implement their techniques in your own business. For more than twenty years, Dan Sachs has helped established and emerging businesses use hospitality practices to strengthen employee moral, customer retention, and profits. In The Million Dollar Greeting , readers accompany Sachs as he travels across the United States and Canada, interviewing leaders from both large and small companies, including: Ari Weinzweig (Zingerman's Delicatessen) Rob Siefker (Zappos) Mike McDerment (FreshBooks) Steve Hindy (Brooklyn Brewery) Richard Coraine (Union Square Hospitality Group) Mark Hoplamazian (Hyatt Hotels) Paul Speigelman (BerylHealth) Jerrod Melman (Lettuce Entertain You Enterprises) Nick... Introduction: A Brief (But Necessary) History of Customer ServiceIt All Starts with Hospitality, BabySection 1: The EvanglistsZingerman's: Laser-Focused on Customer ServiceNick's Pizza & Pub: Employees in ChargeBerylHealth: Everyone Deserves a "Thank You"Section 2: The TransformersZappos: If You're Not Changing, You're DyingFreshBooks: It's All about the Rock Stars-a.k.a. Customer ServiceBrooklyn Brewery: EducationSection 3: The PragmatistsLettuce Entertain You: Consistency for the Brand and the CustomerUnion Square Hospitality: Start at Square One-HIRINGHyatt: Top-Down EmpathyLessons Learned