Well, where the heck is customer services these days?! This book proves that kindness revolutions should be in place EVERYWHERE. I especially enjoyed Horrell's sections on "what can we learn" and "applying these lessons to business." These real-life examples from major companies prove that sometimes a little kindness goes a long way.
I often tell people that I can train anyone to write a good story and ask the right questions but I can't teach them how to be flexible, hard-working and cooperative. Luckily, I'm on the right track, hiring for personality over skills -- and I think it's served my department, and company, well.
The best quote, by far, was from Bruce Nordstrom when he was asked who really trains the salespeople. His answer: "Their parents." So true, so true ...