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Rating: 
Summary: Way to Go
Review: BJ Hateley has certainly tagged the basics for what really counts in customer service. Having just returned from a tour of Italy where I experienced first hand the extraordinary professionalism and pride that constitutes "European service" I know exactly what Hateley is talking about and the difference it makes to the customer. The difference between real caring and "acting like you care" is all the difference in the world. This is a great funny little book with very well taken points. Jeanne Segal PhD
Rating: 
Summary: B.J. Hateley teaches us how to Walk that Talk
Review: Having just read "customer at the Crossroads I can attest that, despite its light hearted, comical approach and its lack of heft in terms of physical sixe it should become required reading for anyone in the customer service business. Ms. Hately and Eric Harvey have put this whole business into a perspective very rarely achieved in books ten times the size. "Customer at the Crossroads" is fun to read and comes complete with the type of nuggets of information that B.J. Hately is best know for from her other publications. We have all worked in organizations where people neglected to take ownership of their customers and consequently failed to "Walk the Talk". This book will help anyone who serves someone else for a living to gain new understanding on how to get, and keep, a customer for life. I look forward to future publications from this duo.
Rating:
Summary: Absolutely delightful - and RIGHT ON!
Review: I just don't understand why I am not reading about this little book everywhere. Maybe because it doesn't look like a typical book it can't find a place in a bookstore. But frankly, it has more true business wisdom than I found in such "bestsellers" as Good to Great, Gung Ho, or even Customers for Life. I suggest you buy several copies, give them to your staff, and see if they don't make a difference in how your employees interact with your customers. The story - charming; the illustrations - perfect; the result - better business. Give it a shot and see if you don't agree. You'll never spend your training budget better.
Rating:
Summary: Absolutely delightful - and RIGHT ON!
Review: I just don't understand why I am not reading about this little book everywhere. Maybe because it doesn't look like a typical book it can't find a place in a bookstore. But frankly, it has more true business wisdom than I found in such "bestsellers" as Good to Great, Gung Ho, or even Customers for Life. I suggest you buy several copies, give them to your staff, and see if they don't make a difference in how your employees interact with your customers. The story - charming; the illustrations - perfect; the result - better business. Give it a shot and see if you don't agree. You'll never spend your training budget better.
Rating:
Summary: A Story About You and Your Customers
Review: My friends B.J. Hateley and Eric Harvey have written this great little book, "Customer at the Crossroads". B.J. knows how much I love simple stories for teaching important lessons-that's the kind of book I like to write myself, and it's definitely the kind of book I love to read. People learn from stories - that's why we read our children fairy tales; that's why all the great religions use stories to teach. This little story about A. Customer in the Land of Business as Usual, will delight and inspire you. I loved it, and I know you will too!
Rating:
Summary: Big Ideas in a Small Space
Review: Providing excellent customer service is like the weather -- everybody talks about it, but nobody seems to do anything about it. BJ Hately and Eric Harvey have! Here's a great little book that's perfect for kicking off, or re-invigorating, a customer service program at any kind of business. It's short and simple, but that's what makes it so effective for all levels.
Rating:
Summary: Charming, Sneaky, Memorable, Fun
Review: This is an utterly charming business fable that sneakily disguises an important message in an entertaining package. You can't underestimate the importance of customer service to just about ANY business. By using a parable to make this point (complete with wonderful Thurberesque illustrations), Ms. Hately and Mr. Harvey actually make it more memorable than if it would be in a more conventional format. Not to mention much more fun. This should be required reading for every customer service department--it's short, accessible, and has a message that needs to be heard.
Rating:
Summary: simple, sweet and to the point !
Review: This short but marvelous book gets the message across in such an entertaining and informative manner that even the most resistant or should I say reluctant person will absorb the message and learn from it. Not many writers have the knack to pass on an important message in such an entertaining yet instructive format.
Rating:
Summary: A Truly Powerful Resource
Review: What a wonderful addition to every organization's customer service training initiatives. Through a simple yet powerful parable approach, these well-known authors have explained the WHY'S of improving customer service -- from the perspective of the most important part of the equation: The Customer. This is a must read for every employee at every level. It's an excellent reminder of why we're all in business ... and what we need to do to stay in business!
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