The Customer Comes Second (Hal Rosenbluth & Diane McFerrin Peters, 1994)

ISBN 0-688-13246-4

A lightweight – and rather pathetically self-congratulatory – treatise on the general subject of staff-empowerment. If you are not already a believer then, please, either do something useful such as buying out one of my competitors or else just return to whatever century you came from. This book will not convince you except, perhaps, by simply adding volume to the already overwhelming weight of opinion from Drucker, Peters, Heller, probably the entire faculty of the Harvard Business School, and the masses of others who far more convincingly trampled this ground long ago.

If, on the other hand, you have already embraced the concept, then there are a few, potentially useful, implementation suggestions to be found lurking between the covers, particularly in Chapters 8 through 11.

Recommendation: Read it on the plane and leave it in the seat pocket in front of you.

Look and Feel: My edition is the usual matt-finish paperback.

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