Overview
- Kate's knowledge of restaurants is unmatched by anyone I've ever worked with. She has an unerring ability to solve problems and is always an enormous pleasure to work with. Keith McNally, Proprietor – Balthazar
- Kate helped us to relaunch The Palm Court at The Plaza Hotel. Her knowledge, pride, passion and expertise are truly outstanding!" Shane Krige, General Manager The Plaza Hotel
- Kate's professionalism was key in righting a ship that needed direction and thanks to her efforts Le Cirque is receiving the praise that it merits; we will always recognize that." Marco Maccioni, CoOwner Le Cirque
- Working for some of the biggest names in the service industry: Balthazar, French Laundry, Per Se, La Cirque, this author can give insights into how they amazing restaurants were successful… and of course the secret is that they know how to treat their customers. Not only will the reader learn the most successful insights on customer service success, but she will take you behind the scenes of some of the most gossiped about establishments in New York City
- Every couple of years there is a runaway successful customer service book, from The Nordstrom Way, to Hug Your Customers, to The Gold Standard. This book fits that category perfectly; using examples from the biggest service of all, restaurants, this book exemplifies how customers matter more than almost anything else in business. How else can you get a customer to spend so much money on a 2 hour dining experience where the most memorable aspect is the 'experience' rather than the food specifically?
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About this book
Hello! And Every Little Thing that Matters will transform the way businesses interact with customers – delivering a big impact with small ideas. Impactful ideas for businesses on how to treat their customers, from saying Hello to everyone who you encounter to making sure the chairs in your place of business are comfortable.
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Keywords
Table of contents (15 chapters)
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Front Matter
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Back Matter
Reviews
“Edwards, a consultant, provides useful guidelines for customer service. … The book emphasizes an understanding of customer service as a conversation. … The book is written in a conversational tone with engaging examples. Summing Up: Recommended. All readership levels.” (E. G. Ferris, Choice, Vol. 54 (2), October, 2016) "As a man of details, I found great value in every little bit of this insightful guide. Drawing on her years of service in our profession, Kate demonstrates how the golden rule of restaurants is really the golden rule for everything. Even the smallest matters matter. That's true in the kitchen and the dining room, but it also holds in the world beyond." —Thomas Keller, Chef/Proprietor, Thomas Keller Restaurant Group
"Service that is personal and genuine is one of the few differentiators left in business. This book provides you with a detailed roadmap on how you can create a culture of service that will not only differentiate your business but bring customers back again and again." —Chester Elton, New York Times Best-selling author, All In and What Motivates Me
"When you roll out the red carpet for your customers, they'll run out and bring you new customers! Kate Edwards understands the link between service and sales. In Hello! And Every Little Thing That Matters, she has given us a manual filled with the actionable steps and the tiny details that create a world class customer experience. Every leader of a service organization should buy this book." —Donna Cutting, Author, 501 Ways to Roll Out the Red Carpet for Your Customers
"In Hello! And Every Little Thing That Matters Kate Edwards has done a masterful job of distilling 'on the job experience' into concise and practical information that is useful to anyone in business. This is a great read for those interested in providing the very best service to their customers." —Philip H. Jones, President and CEO, Jones Dairy Farm
"Kate Edwards breaks down the essential ingredients for exceptional customer service. Hello! recognizes the importance of attracting people who share your core values and making sure they understand that, above all, 'service is the engine of sales' for successful and profitable companies." —Robert Spector, author and speaker, The Nordstrom Way to Customer Service Excellence
"Kate's wonderful book is the one our industry has been waiting for! As Kate amply demonstrates, the best service comes from a deep place of wanting to treat others with warmth, graciousness and skill and she has created a compelling text for how to translate this impulse into a consistently excellent mode of doing business." —Katy Sparks, Chef/Owner, Katy Sparks Culinary Consulting and Tulley Road Foods
"Kate is my spirit animal in the hospitality industry. One I aspire to be. She is bright and present in every moment, yet calm and introspective all the same. For years I've wondered what it is that makes her up into this incredible woman, inspired coach and marvelous manager. Now I realize it's not just a few big things that define her and the secret to it all, it's Every Little Thing That Matters!" -Christina Tosi, Chef/Owner, Milk Bar
About the author
Kate Edwards built her consulting business in 2007 and since then has worked with some of the biggest names in the hospitality industry, from Le Cirque in New York to The Viceroy in Anguilla, as well as restaurants at The Essex House and The Plaza Hotel. Her company has been hired to create service and training programs for non-hospitality businesses and provide coaching to owners, general managers, lawyers, and entrepreneurs on how to express and implement their service vision and lead their teams. Since 2008 Edwards has been an instructor at the Institute for Culinary Education, where she teaches restaurant management to students in the Culinary Management Diploma Program and in 2015 began teaching leadership classes at Journee in NYC. A contributing writer for both Culintro.com and Restaurant Hospitality Magazine, Edwards has also been quoted in magazines and blogs as varied as Haute Living, First For Women, Fast Casual, and In-Flight Insider. Edwards and her chef husband live in New York.
Bibliographic Information
Book Title: Hello!
Book Subtitle: And Every Little Thing That Matters
Authors: Kate Edwards
DOI: https://doi.org/10.1057/9781137489715
Publisher: Palgrave Macmillan New York
eBook Packages: Business and Management, Business and Management (R0)
Copyright Information: The Editor(s) (if applicable) and The Author(s) 2016
Hardcover ISBN: 978-1-137-48970-8Published: 16 February 2016
eBook ISBN: 978-1-137-48971-5Published: 29 April 2016
Edition Number: 1
Number of Pages: X, 203
Topics: Customer Relationship Management, Management, Corporate Communication/Public Relations, Services, Business Strategy/Leadership, Organizational Studies, Economic Sociology