Are you a business leader who is playing to win? Do you want to build a legacy of high-performing employees and loyal customers?

Organizational cultures are as broad and diverse as the people who build them. However, certain aspects of corporate culture are essential for any business offering a product or service for sale. A service culture is one of them.

Scripted through the lens of two decades of superior client service delivery and training, Giji Dennard presents a two-hour reel of commentated replays accompanied by real-world evidence analysis plus tried-and-true actionable guidance. This manuscript is not an academic research treatise underscored by statistical data. Instead, this is a playbook for you if you want to reevaluate your locker room service methodologies and take all the learnings to the field, resulting in a thriving service culture with higher performing teams and die hard customers.

The Service Culture Playbook challenges all owners and managers within any service industry and all instructors within schools of hospitality management to take a cold-blooded, honest look at your service standards and practices and make course corrections as needed so you can play to win!

• Understand the core deliverables at the heart of service excellence
• Vicariously experience what does and does not constitute excellence in service
• Discover nine plays every leader needs to run daily within any service organization
• Identify your organization’s wins and losses in creating high performance teams and lifetime customers

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