The Book

What an easy read with meaningful impact! Every company would like to differentiate themselves with superior service. This book will not only show you what that looks like but will give you a straightforward path to get there.

Customers almost never tell you when they are leaving, so you could be losing loads of money without even knowing it. In this book, Randi and Carol give you 5 simple mind shifts that will save you from those losses and will increase your repeat and referral business at the same time. By using these simple, low-cost, high-income techniques, watch your bottom line and your company morale increase instantly.

You owe it to your business to get this book into all your employees’ hands, regardless of their experience or whether they have direct contact with your customers.

The content is easy to read, yet the concepts are not simple. As a small business owner, the exercises are spot-on and reinforce the material to give it relevance to my company.

Customer service cuts across all businesses and professions. Concepts of loyalty and trust are indeed bolstered with exceptional customer service. This book is easy to read and clearly establishes what behaviors are needed to achieve customer AND employee success.

Turning Rants into Raves lays out key customer service principles that every business should follow. By combining real life examples with a focus on the financial impact of distinctive customer service, Carol and Randi clearly demonstrate the need for exceptional service and how to achieve it in your business.

The book is very clear and cogent, and makes excellent sense. The “Four R's” are keys to the success of most companies, and especially to those in the hospitality industry. We definitely need “owners”—not “renters”. Thanks for helping to show that the path to a company’s success is paved by happy, loyal customers!

The tenets in this book will enable management of any sized enterprise to rethink how they provide products and services to their customers. Yes, the customer is king; however, Rant and Rave will remind you of the good, bad, and ugly in how to deal with your customers. Required reading for all levels of management to be sure everyone in your company provides a customer experience that will lead to the Four R's: Revenue, Retention, Referral, and Reputation. Three cheers to the authors!

What I love about this book is the story of how to engage with both your customers and your employees. Real-life examples of the little things that matter to make the customer experience memorable and to build loyal fans for your business. After reading this yourself share it with your staff and your customers will see the difference.