Who Hired These People?
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Review from Gary Roen- Custome House Publishers "My thoughts on this book are: we are a service economy that does not do it very well and how did any of these people get the jobs they seem to keep. The stories are all true of companies that do not know how to take care of the customer. Some of the situations are a Dunkin Doughnuts that cannot make a decent cup of coffee, a Wal Mart where the manager told the customer to learn Spanish before he came in again, a customer has a difficult time cashing a Bank of America check at one of their branches, or the restaurant where the customer had great service at lunch but had a horrible experience at dinner the same day. Some of the things are laughable at how stupid the situations are. The author has so many companies that he talks about all, are negative. It is amazing that so many places stay in business based on the way they handle a bad situation. To be fair minded the author talks about several places that do give great service One company that stands out is Darden Restaurants that go that extra mile to keep customers coming back to their establishments One place that should be in the next volume is Five Guys. Yes, that’s the one President Obama recently gave a thumbs up because he went for takeout with a journalist from NBC. Of course they got excellent service. But very few of us can be president, get good service, and not all locations of Five Guys are the same. Five Guys management and all other enterprises should use this book as required reading for everyone who works there" From Midwest Book Review- "President Obama recently endorsed the chain Five Guys by getting take-out. He got great service. Unfortunately we can’t all be president, get good service, and not all Five Guys locations are the same. The author shows so many examples of bad help and stupid business practices that are just amazing. Readers will laugh out loud but it should be pointed out that all of the accounts are true. We all know some of the culprits: Wal-Mart, Dunkin Doughnuts, Bank of America, and Denny’s. This is another title that should be used as required reading for college courses and all business on how customers should be treated and the ways to run the company properly. My thoughts while reading all of the stories were, “This is a service economy and we don’t even do that well and how did any of these people ever get their jobs?” Every consumer in America needs a copy of this book!
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About the Book
Thirty five register lanes available but only two lanes open. You approach the customer service desk to voice a complaint and the rude woman behind the counter tells you that the customer service department is now closed. A typical response in a world where customer service has slipped away.
Everywhere you go in the world today service has been downsized or eliminated. The wonderful concept of self-service dominates everything from your local gas station to the world wide web and everything in between. You call a customer service phone line and there is no one to talk to. You go to fast food restaurants and they don’t give you fast food or fast service. Rude banks, rude servers, rude clerks. Where does it all end?
Former DISNEY leader and best selling author, Peter A. LaPorta, takes you on a fabulous tale-telling journey in, “Who Hired These People?” Story after story brings you into the hilarious but incredibly true world of customer service disasters. No punches are held back as Peter shares real life experiences of encounters with such giants as Walmart, Denny’s Restaurants, Carnival Cruise Lines and much, much more.
Just when you think all service has gone down the drain, Peter takes you into the wonderful service world of champions with such companies as Walt Disney Co., Walgreens, Darden Restaurants, McDonald’s and several others. He shares their best practices and gives us hope for a brighter tomorrow.
Peter motivated thousands around the globe with his first book. “Ignite the Passion, A Guide to Motivational Leadership”. His seminars and teachings have given many companies new direction towards employee retention and satisfaction. He returns in the pages within to delight and entertain while showing all sides of the customer service spectrum. Come along for a wild ride while asking that all important question, “Who Hired These People?”
About the Author
Peter A. LaPorta lives in Florida and Connecticut with his wife and 4 children. A former Disney leader, Peter travels the globe motivating and consulting businesses, organizations, and employees. For more information on Peter or to book a speaking event, go to http://laportaenterprises.com