Packed with carefully validated research and engaging examples of best and worst practices, this text is a one-stop customer service guidebook. Managers and service providers should learn how to upgrade their overall service attitude and standard practices. Gross profiles superb server- customer relationships to teach model approaches and shares some unforgettable stories of dreadful service to point out how these situations could have been easily remedied. With wit and authority, Gross shows how managers in any business can improve their customer's experience and encourage repeat business. Features of "Why Service Stinks" include: Simon says - what management can do to inspire outstanding service; how to hire a fantastic server - ten street-smart questions to ask when interviewing; the influences of consequences - the effects of pay, perks and benefits on service; and lessons from the masters - how Crate & Barrel, Container Store and other service leaders do what they do so well.