Cover image for The customer comes second : put your peaple first and watch 'em kick butt
The customer comes second : put your peaple first and watch 'em kick butt
Rosenbluth, Hal F.
Personal Author:
Publication Information:
New York : HarperBusiness, [2002]

Physical Description:
xvii, 284 pages ; 24 cm
Format :


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Material Type
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G154 .R67 2002 Adult Non-Fiction Central Closed Stacks

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Tom Peters says "Hal Rosenbluth's story is one of the great unsung business success sagas -- and in this fully revised and updated 10th anniversary edition of The Customer Comes Second, Rosenbluth and his co-author Diane McFerrin Peters offer proof that his leadership style is one for the new millennium.

The secret of his success, and that of his company, Rosenbluth International is simple: Hal Rosenbluth concentrates on his employees first, and his customers second. This is a formula that has worked for more than two decades, and has transformed his company from a small family business into a global industry leader, grossing over $6 billion.

In this classic on counterintuitive management practice, the entrepreneurial genius and visionary leader of Rosenbluth International shows you how to use exceptional service to win in any industry!

This insightful and compelling book reveals new ideas for hiring, motivating and managing employees, and shows how best to integrate technological innovation and creative solutions into the everyday work experience to ensure that your employees -- your company's greatest asset -- win you the best customers and propel your business to the greatest heights of success.

Rosenbluth's tried and tested methods show you how to build highly effective teams, inspire loyalty and initiative, and turn your workplace into a hotbed of synergy where people produce consistently incredible results.

For more than ten years, the strategies and ideas in this book have galvanized CEOs, entrepreneurs and managers everywhere, making fans of business leaders and thinkers like Jeff Greenfield, Scott McNealy and many others. These secrets continue to prove themselves today as Rosenbluth International has rapidly emerged as the foremost travel management company since its industry's devastation following 9/11. Find out how Hal Rosenbluth's winning ideas can transform you and your company: by putting your customer second, you're guaranteed to win!

Author Notes

Described by one observer as "a future visionary for American management," Hal F. Rosenbluth has written two books to outline his business philosophy of "putting people first." Rosenbluth's great-grandfather, Marcus Rosenbluth, founded Rosenbluth Travel in 1892 in Philadelphia to provide steamship transportation for European immigrants to the United States. When Hal Rosenbluth entered the still-thriving family business in 1977, he saw "powerful individual efforts thwarted by a lack of teamwork." He joined some mavericks in the firm who were developing its corporate travel department in response to airline deregulation. There Rosenbluth found "a spirit of cooperation, friendship, fierce dedication, and hard work."

To extend those qualities to the rest of the company, Rosenbluth invented a highly successful formula for businesses. It outlines clear routes that will lead to advancement or demotion, rewards for those that help others, encouragement for employees who offer ideas, limited bureaucracy, and measurable goals. The results for Rosenbluth Travel were annual bookings in the $1.3 billion range and inclusion in The 100 Best Companies to Work for in America.

Rosenbluth discusses his formula for success in The Customer Comes Second and Other Secrets of Exceptional Service (1992) and Good Company: Caring as Fiercely as You Compete (1998), co-authored with Diane McFerrin Peters.

(Bowker Author Biography)

Reviews 1

Publisher's Weekly Review

In an update to the volume they published 10 years ago, Rosenbluth, the CEO of an eponymous travel management company, and Peters, his former communications officer, remind readers that despite great changes in the business world, the need for companies "to attract, retain, and develop astonishingly great people" is a constant. They argue that company's employees, not its customers, should be management's top priority: managers should hire "nice people" and create an environment in which friendships can develop. Maybe it sounds a little wishy-washy, but it's worked for Rosenbluth International (NB: they have a 98% customer retention rate and $6.2 billion in annual sales). Tenets include: monitor company morale, keep leaders accessible, make your company "a lifestyle," offer lots of opportunities for learning new things, celebrate success, be flexible. By charting the changes within their own company, Rosenbluth and Peters show how other businesses can become better places to work as well. (Sept.) (c) Copyright PWxyz, LLC. All rights reserved

Table of Contents

Prologuep. ix
Part 1 The Power of People
1 How It All Beginsp. 3
2 Happiness in the Workplacep. 7
3 Finding the Right Peoplep. 28
4 Perpetual Learning: A Secret Weaponp. 53
5 Service Is an Attitude, an Art, and a Processp. 73
6 The Creation of a Culturep. 97
7 The Birth and Nurturing of Ideasp. 115
8 The Gardening Processp. 128
Part 2 Inventing the Future
9 Inventing the Futurep. 147
10 Technology as a Toolp. 157
11 Look Around Youp. 184
12 Open Partnershipsp. 194
13 Blazing New Trailsp. 209
Afterword: A Lot to Digestp. 221
Epilogue: A Changed Worldp. 225
Notesp. 265
Bibliographyp. 267
Indexp. 269