The following review was contribute by: ROGER E. HERMAN

Who is George Colombo? As a book reviewer, I can’t tell you. There is nothing in his book that offers an author profile, biography, or credentials. I’m often inspired to read books because of the qualifications that give the author authenticity and standing to present ideas for my consideration. Without this knowledge, I was handicapped, but was attracted to the volume partly by the title, and partly by the subtitle.

The word “killer” implies to me that the strategies or tactics presented in the book will equip me to dominate the competition. Customer CARE, rather than the customary use of the word SERVICE, also caught my attention. The subtitle referring to “customer service that will double and triple profits” validates that the author recognizes the relationship between taking care of the customer and taking care of the bottom line. Unfortunately, acknowledging that critical relationship is missing from most how-to books in this field.

The 25 chapters of this book are organized into four sections: The One Critical Factor for Success in the 21st Century, Laying the Groundwork for Killer Customer Care, Implementing Your Killer Customer Care Program, and Keeping Your Killer Customer Care Program on Track. The titles of the chapters alone will stimulate and remind you of things that must be done, and will guide you to practical tactics and illustrations of the techniques. The organization of the book, presented in the table of contents, makes this a good book to read from cover to cover, as well as an easy-to-use reference tool. A comprehensive index adds to the value.

Colombo emphasizes his position that service is more transaction-oriented, compared to customer care that implies a long-term relationship. While that position is stated clearly, the distinction is not carried through with an obvious emphasis in the text. The same deficiency occurs with the “killer” concept: the word “killer” is used in the text, it is applied more as a contextual theme, rather that a differentiating factor. The book does not compare traditional customer service with killer customer care as it could to make the concept really come alive. Opening comments suggest the book is intended for senior executives, yet the unusual size of the book and cover design are atypical for what would appeal to executives.

Killer Customer Care is filled with valuable tactics, including important management considerations such as measurement and teaching of the concepts. It will be a worthwhile read for owners of small and medium-sized businesses seeking approaches to building long-term relationships with customers. It’s definitely a management book, rather than one to be read by the people on the front line who are most responsible for generating the kind of customer care that establishes and sustain lifetime-value loyalty. This book will also be valuable for managers of franchises, dealerships, and branch locations of larger companies. It portrays the role, and how to support it, in ways that will equip managers to carry the message to their people.