by Mark Lusky
Most of us spend a startling share of our lives in the hands of people we will never meet — the person who answers the phone, the one who packs the box, the one who wrote the policy that decides whether you get your money back. Those encounters are where an enormous amount of ordinary human dignity is either extended or withheld, several times a week, mostly without comment.
“Don’t Get Mad, Get Leverage” takes aim at the issue of true customer satisfaction. Company after company proclaims that customer satisfaction is its top priority, but how many of those companies actually do more than talk the talk?
I wrote the original version of this book in 2011 and 2012.
Fourteen years is a long time. I want to be honest about what’s changed in that stretch and what hasn’t, because this update only earns its existence if it does more than swap out old references for new ones.
This is a book about the goodness and desire to do good that resides in all of us—everyman, everywoman, everychild. In these times of great stress on so many levels, we need a sanctuary, an oasis, a respite more than ever.