Experience is the key differentiator in today's marketplace and this proven framework will help you set yourself apart from your competition. This is not just concept and strategy - but HOW to build a service culture within your organization. Tony has spent decades doing just that - building teams, delighting guests, and growing sales - and he wants to share the foundational elements that made him successful. Whether you are building a business, growing a company, or leading an organization, this blend of strategy and tactics will set you apart as a leader and service star."In today's competitive economy you need a plan to engage and retain your customers. Tony's principles are impactful anywhere you serve guests - I've been using them for years and seen amazing sales growth. You need to read this book - it's an investment in success."-Mario Toussaint Chief Experience Officer, Healthcare"Tony Johnson is a brilliant speaker and Customer service guru! The tools he has to set benchmarks for every day customer service helped me establish a successful action plan for my customers."-Shaun Slade Owner, Lakeland Aircraft"Working in healthcare requires a sincere focus on the patients in addition to providing high quality medical care. Tony's message can benefit every business (including the competitive and heavily scrutinized medical profession) and his book reminds us that the customers matter the most. I would recommend his book to anyone operating in any competitive profession that has in-depth interactions with customers."-Angela Pannuti Health Care Provider