The Real Heroes of Business . . . and Not a CEO Among Them
DVD -$345.00
This video is based on Bill Fromm and Len Schliesinger's book, The Real Heroes of Business . . . and Not a CEO Among Them. The videos shows how to get, train, and keep world-class service workers . . . and getting them to exceed the customer's expectations.
The video starts out in a workshop setting with the participants given an employment application submitted to the Marriott hotel corporation. The application is for an individual who is 59 years old (deduced by his high school graduation year), who hasn't worked in three years, with no real prior experience. The question to the participants is, "Would you hire this person?" The answer from each of the participant is no . . . and then the video shows the same individual who was hired as a doorman at the Marriott and is an fantastic customer service hero.
Here are two reviews about the book (Click Here to purchase the book):
From Publishers Weekly
Fromm ( The Ten Commandments of Business and How to Break Them ) and Schlesinger, who teaches business administration at Harvard Business School, here profile 14 superlative service employees whose skills and personal appeal are their employers' greatest asset: among them are a food-chain waitress whose regular customers wait in line to be served by her and an auto mechanic who is even more interested in correcting that funny noise than the customer is. Such paragons might seem too good to be true, but the authors advise how to find and train employees to "think like a customer" and bring in repeat business to boost net profits. Concern and sensitivity are key factors here. Consider the Roto-Rooter man who calms down a party hostess stricken with toilet-overflow, clears the drain and cleans up afterward but wouldn't presume to use that toilet himself. Basically, this book is about hiring $25,000-a-year service workers who over time can generate $125,000 in annual incremental company profits. There's no mention of employee profit-sharing, though. Author tour.
Copyright 1994 Reed Business Information, Inc.
From Library Journal
Fromm, the head of an advertising agency, and Schlesinger (business, Harvard Business Sch.) have produced a vital new work that focuses on front-line service workers who truly redefine the term hero . The authors canvassed 800 firms, asking them to identify one of their finest service workers, and then shadowed and interviewed a select group of finalists; the result are these 14 "real heroes of business." Included are an auto mechanic, a waitress, a flight attendant, a plumber, a department store sales rep, a casino security guard, a bank loan officer, and a produce manager. In addition to the reasons for the success of these exemplary service representatives, the authors also incorporate significant principles on service that are relevant to all businesses. The days of the "masked man" are over; the real success of any business is daily accomplished by highly dedicated employees like these, who are found in all organizations. Essential for all libraries.
- Dale Farris, Groves, Tex.
Copyright 1994 Reed Business Information, Inc.
Length: 27 minutes
Item # PDDC-MON17
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Purchase $345.00 DVD.
You may purchase The Real Heros of Business on DVD for $345.00.
The X Factor: Managing & Motivating Generation X with Claire Raines (cc)
America's primary labor supply for the next decade -- mostly in their teens and twenties -- represents the smallest population group in U.S. history and the thinnest pool of entry level workers in modern times. There simply are not enough of them to go around, particularly in the service industries. And every time a business loses an employee, the high cost fo attracting, hiring and training a replacement cuts into the profit margin.
Claire Raines is the nation's leading expert on Generation X. In this video, she will give you new information about generation X workers... who they are, what makes them different and how to develop successful ways of working with them.
CLOSED CAPTIONED
Includes a Leader's Guide
A corVISION Media Release Produced by Cynosure Productions, LTD and KTEH, Channel 54, San Jose, California
Length: 22 minutes
Code: #PDDC-CorV500
Purchase Price: $595.00
You may purchase The X Factor: Managing & Motivating Generation X with Claire Raines on DVD for $595.00.
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