“An intriguing guide... there's a wealth of information packed into this novel book.”
—Library Journal
Review from
Publishers Weekly:
Doctors, car salespersons, nannies and realtors-they can all make customers' lives run more smoothly, or they can turn everyday interactions into hair-pulling battles. The key to having rewarding encounters every time, says Padwa, is to treat people so well that they want to provide the best service possible.
In order to do this, one must learn exactly how service workers want to be treated: "It's about grasping the essence of their jobs, the politics involved, and the forces that push and pull them," Padwa (Everything You Pretend to Know and Are Afraid Someone Will Ask) explains. For this book, she interviewed workers from 18 industries to pinpoint the things that tick them off and the things that make them love certain customers.
Hairdressers reveal that they don't always have time to be therapists; waiters beg that diners refrain from using cell phones while ordering; and hotel front desk workers explain how to negotiate for room upgrades.
While it's common knowledge that eye contact, "pleases" and "thank yous," and compliments for exceptional work will go a long way in ensuring better service, Padwa's exhaustive lists of insider hints-including information about lawyers' fees, how to handle a general contractor meeting and even what type of casket to buy when arranging a funeral-make this a highly practical guide to modern-day etiquette.
Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.
Review from AudioFile:
The people we deal with every day--doctors, hotel clerks, waiters, and mechanics--all WANT to be effective and helpful, says the author in this enlightening and smartly read audio lesson. Surveying people in a range of service industries, she got the inside scoop on what people in those professions need for them to want to do the best job possible.
The optimistic message is made even more positive and entertaining by Matilda Novak's upbeat reading. It encourages listeners not to be pushy or entitled. Compliments and appreciation will do wonders with most service workers, along with being clear in communicating reasonable preferences.
T.W. © AudioFile 2005, Portland, Maine-- Copyright © AudioFile, Portland, Maine --This text refers to the Audio CD edition.
