And Every Little Thing That Matters

  • Authors
  • Kate Edwards

Table of contents

  1. Front Matter
    Pages i-x
  2. Kate Edwards
    Pages 1-11
  3. Kate Edwards
    Pages 13-24
  4. Kate Edwards
    Pages 25-37
  5. Kate Edwards
    Pages 39-51
  6. Kate Edwards
    Pages 53-65
  7. Kate Edwards
    Pages 67-78
  8. Kate Edwards
    Pages 79-90
  9. Kate Edwards
    Pages 91-101
  10. Kate Edwards
    Pages 103-113
  11. Kate Edwards
    Pages 115-128
  12. Kate Edwards
    Pages 129-141
  13. Kate Edwards
    Pages 143-155
  14. Kate Edwards
    Pages 157-170
  15. Kate Edwards
    Pages 171-182
  16. Kate Edwards
    Pages 183-194
  17. Back Matter
    Pages 195-203

About this book


We're often told 'Don't sweat the small stuff' but in customer service, author Kate Edwards reminds us that the small stuff is exactly what customers remember and gives them a reason to become regulars. It all starts with 'Hello,' which not only requires a response but also sparks a conversation and initiates a relationship between the client and the business. Maintaining a quality relationship with your customers involves paying attention to the details: things like uncomfortable chairs, dirty glass doors, and pervasive odors negatively impact the customer experience. Further, this book answers the bigger question of 'what service is' and 'why service is important' and also shares tips and tricks for making a positive impression on your guests and staff. Ultimately, customers want to know that their experience matters, and Edwards offers sound advice about how to convey this message to customers by paying attention to detail and making the little things count. Readers will receive insights, such as the author's concept of 'I Notice = I Care,' which can help transform your team from generally good into generally great service ambassadors. Hello! And Every Little Thing That Matters will inspire you to deliver service that makes a difference and that makes your business come alive.


Customer service Management business business strategy corporate communication customer relationship management economy management Manager public relations Service services social science sociology trust

Bibliographic information