The McNair Group

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Second Edition Book Cover

'this book speaks to frontline associates, managers, leaders, CEOs, and owners alike. It's real issues with real solutions.'

Horst Schulze, Founding President and COO of The Ritz Carlton Hotel Company.

To puchase this book, or for more information about this book, please click here.

Book CoverExceptional Customer Service: Going Beyond Your Good Service to Exceed the Customers’ Expectations. Ford, McNair, Perry. 2001. Adams Media. Bost

The book is also available at most national resellers.

For information on bulk orders of more than 10, please visit our contact page.


The follow articles are in PDF format and open in a new window. Click here to get Adobe Reader.

"Those Annoying Customers" David McNair

"Customer Service: I just don't get it!" David McNair

"An Investment in Your People" David McNair

"Customer Service: Peeves and Pleasures" David McNair

"Thanks for Wasting my Time!" David McNair

"Service from the Heart" David McNair

"Customer Confidentiality" David McNair

"Doing What's Right" David McNair

"The Power of First Impressions" David McNair

"Taking Ownership" David McNair

The following are links to other websites and open in a new window.

"Flying fish: What can we learn from a seafood market?" Bill Perry

"Want to find out how you’re doing? Just ask." Bill Perry

Secrets of service recovery: "Win 'em back before they leave" Bill Perry

"You cannot judge your customers by their cover." Bill Perry

"Defining Great Service" Bill Perry

Numerous additional articles in the Charleston Regional Business Journal by Bill Perry can be accessed by going to the CRBJ Archives.


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