Includes bibliographical references.

Part I: What customers know about customer satisfaction -- You can't write on the Charmin -- You can care enough to send some soap -- Never keep a secret -- Hand-offs only work in football -- We may not get what we deserve, but we always get what we expect -- Sometimes service means having to say You're sorry -- It's not our job -- The best can be the worst -- There is a point of no return -- To have the winning hand in a losing game -- Part II: What customers know about managing people -- Beware of employees doing their work -- Care for more than your customers -- The medicine man is a manager -- We don't know what it is, but we love it when we get it -- Everybody wants to be somebody -- The people who write the ads don't have to meet the customers -- Feelings always influence feelings -- Managing the "A" people -- Part III: What customers know about leadership -- There are some things you can't give at the office -- Leaders must manage and managers must lead -- Leaders have size, speed, quickness, good hands and the ability to see the whole floor -- Technology gives but it also takes away -- Sometimes nothing changes but the leaves on the trees -- Management and leadership do make a difference -- The game is never over.