This is a short little book. readable in one setting. There really isn't anything that new. What the author does do, however, is note the difference between average service and memorable service. he lists several examples of businesses he has went to that stuck out in his mind. like the hotel laundry lady that had business cards and gave him some of those little staves for his shirt collars. and the man who shared exemplary service at the garden store, letting the granddaughter be his special helper then rewarding her with her own plant when everything was delivered.
In any case, it is well worth your time. It's not mind blowing but it's eye opening. and that's really what some of the best writers do. they remind us to open our eyes, look around, and see things that we had ignored.