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9781137489708

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'Service that is personal and genuine is one of the few differentiators left in business. This book provides you with a detailed roadmap on how you can create a culture of service that will not only differentiate your business but bring customers back again and again. This is an owner's handbook on how to make sure that everyone knows that every little thing really does matter in your business.' -Chester Elton, New York Times Best-selling author of All In and What Motivates Me 'When you roll out the red carpet for your customers, they'll run out and bring you new customers! Kate Edwards understands the link between service and sales. In Hello! And Every Little Thing That Matters, she has given us a manual filled with the actionable steps and the tiny details that create a world class customer experience. This is customer service training in book form. Every leader of a service organization should buy this book, use it, and share Kate's outstanding tips with their staff members! -Donna Cutting, Author of 501 Ways to Roll Out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers, and Leave a Lasting Impression 'Hello! And Every Little Thing That Matters, is a straight forward, no nonsense but nuanced guide to providing excellent customer service. Kate Edwards has done a masterful job of distilling 'on the job experience' into concise and practical information that is useful to anyone in business. This is a great read for those interested in providing the very best service to their customers.' -Philip H. Jones ,President and CEO , Jones Dairy Farm 'Kate Edwards breaks down the essential ingredients for exceptional customer service. Hello! recognizes the importance of attracting people who share your core values and making sure they understand that, above all, 'service is the engine of sales' for successful and profitable companies.' -Robert Spector, author and speaker, The Nordstrom Way to Customer Service Excellence 'Kate's wonderful book is the one our industry has been waiting for! As Kate amply demonstrates, the best service comes from a deep place of wanting to treat others with warmth, graciousness and skill and she has created a compelling text for how to translate this impulse into a consistently excellent mode of doing business. Kate strikes the right balance between the rigor and discipline required of good service and the personal touch needed to make the experience or interaction have wings.' -Katy Sparks, Chef/Owner, Katy Sparks Culinary Consulting and Tulley Road Foods

Edwards, a consultant, provides useful guidelines for customer service. ... The book emphasizes an understanding of customer service as a conversation. ... The book is written in a conversational tone with engaging examples. Summing Up: Recommended. All readership levels. (E. G. Ferris, Choice, Vol. 54 (2), October, 2016)

Author Information

Kate Edwards built her consulting business in 2007 and since then has worked with some of the biggest names in the hospitality industry, from Le Cirque in New York to The Viceroy in Anguilla, as well as restaurants at The Essex House and The Plaza Hotel. Her company has been hired to create service and training programs for non-hospitality businesses and provide coaching to owners, general managers, lawyers, and entrepreneurs on how to express and implement their service vision and lead their teams. Since 2008 Edwards has been an instructor at the Institute for Culinary Education, where she teaches restaurant management to students in the Culinary Management Diploma Program and in 2015 began teaching leadership classes at Journee in NYC. A contributing writer for both Culintro.com and Restaurant Hospitality Magazine, Edwards has also been quoted in magazines and blogs as varied as Haute Living, First For Women, Fast Casual, and In-Flight Insider. Edwards and her chef husband live in New York.

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