I read Lee's first book, Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney and enjoyed it quite a bit. This book is a perfect partner to Creating Magic. It is relevant to any one in management who holds employees accountable that are in direct contact with customers. This book talks about the importance of taking responsibility for serving your customers whether its face-to-face, over a call, or from the office.
Lee talks about everything he has learned from his days as a frontline service provider. He goes over how to create service driven policies and procedures on how to hire and train employees to uphold your reputation of providing excellence customer service. These principles can be applied to any industry, small business or large company. You'll learn what it is that Disney and the Marriott do when it comes to delivering great service and what your customers need.
In todays world you must choose to stand out from your competitors and one of the key factors is how you treat your customers. I highly recommend this book along side Creating Magic. Both are wins!