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Tables of Contents for Lessons in Service from Charlie Trotter
Chapter/Section Title
Page #
Page Count
Acknowledgments
vi
Introduction: Magical Mystery Tour - An Evening at Charlie Trotter's
1
12
PART I: Knowing Your Business and Your Customer
Charlie Trotter and His Weird Sense of Attention to Detail
13
14
Reading the Customer's Mind
27
16
PART II: Leading: Hiring, Motivating, and Training Your Staff
Help Wanted: A Passion for Service
43
18
Stoking the Fires of Passion
61
22
Learning the Ropes on a Tight Ship
83
22
PART III: Executing: Making Great Service Happen Every Day
Building a One-on-One Customer Relationship
105
16
Back Stage at Charlie Trotter's
121
22
On Murphy's Law and the Rules of Recovery
143
20
PART IV: Exceeding Expectations: Attracting Lifelong Customers
Going the Extra Mile (or Four) for the Customer
163
22
Travels with Charlie
185
16
Goodwill Hunting
201
20
Conclusion: It's the Journey, Not the Destination
221
6
Index
227