Published Works

this book speaks to frontline associates, managers, leaders, CEOs, and owners alike. It’s real issues with real solutions.’

Horst Schulze, Founding President and COO of The Ritz Carlton Hotel Company.

To puchase this book, or for more information about this book,

Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customers’ Expectations. Ford, McNair, Perry. 2001. Adams Media. Bost

The book is also available at most national resellers.

For information on bulk orders of more than 10, please

The follow articles are in PDF format and open in a new window.

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