Uncommon Service
by Frances Frei and Anne Morriss
Frei and Morriss argue you cannot be good at everything: choose what to be bad at, fund excellence through pricing or design, manage customers as co-producers, and build culture. Sharp and strategic.
Read it if…
you want a strategic view of service rather than smile training.
See the book →
Skip it if…
you want frontline tactics.
Try instead: Be Our Guest →
Three things you will actually use
- Be bad at something on purpose.
- Fund excellence deliberately.
- Customers are part of the operation.
Do this first
Decide what your service will deliberately be bad at in order to be great elsewhere.
Our verdict
Strategic service design.
See the book →
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Hospitality-grade practices.
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