Acknowledgments

Ken Blanchard

In reflecting on who I wanted to acknowledge in this book, I immediately thought of Sheldon Bowles, my coauthor on Raving Fans, and Barbara Glanz, my coauthor on The Simple Truths of Service. I learned so much about customer service from each of them.

Now I’m blessed with the opportunity to work with Kathy Cuff and Vicki Halsey. Kathy has been a key part of our company for 26 years. Her enthusiasm, passion for life, and inspiring way of teaching others are unmatched—except perhaps by Vicki Halsey, a woman who invented the phrase “high energy.” Not only is Vicki a great teacher, but she is also one of the most creative developers of learning materials I’ve ever known. Working with Kathy and Vicki on this book is something I will never forget.

I want to thank my fabulous team on this project, led by Renee Broadwell and cheered on by Martha Lawrence. Margery Allen is my left and right hand who keeps me committed to my commitments. And when everyone’s busy and something needs to be done, we have an excellent partner in Anna Espino.

Speaking of partners, I married way above myself. I can’t praise my wife, Margie, enough for the impact she has had on my life and my work. Our kids, Scott and Debbie, aren’t bad either! And I get to practice Legendary Service with my wonderful grandkids: Hannah, Atticus, Kurtis, Kyle, and the famous Alec. I’m a very lucky man.

Last but not least, I’d like to thank Alexandria Hamrick for inspiring our story.

Kathy Cuff

This book has been a work in progress for many years. My deepest appreciation to my colleagues and friends, Ken Blanchard and Vicki Halsey, who share a passion for customer service and agreed to write a book with me on this subject so that others can improve their relationships with their customers and, in turn, build their businesses. I also want to thank my husband, Ed, and my sons, Kevin and Brian, who encouraged me along the way to stick with my dream of writing this and seeing it through the rigorous process. Last but not least, I thank my mom, Gay Riley, who at 94 years old still teaches me daily, through her actions of showing others she cares about them, that each of us can make a difference in this world.

Vicki Halsey

The need for us to write this simple but powerful book has become increasingly obvious to us through the years. Organizations must create a space where people feel important and, consequently, where they can help their customers feel important. When customers and people in organizations collaborate to drive innovative practices, a synergy is produced that creates lasting relationships of care. I am especially grateful for my own lasting relationships of care, which have helped me clarify my beliefs and cowrite this book. My deepest gratitude goes to Ken Blanchard for his simple truths; to Kathy Cuff for her energy, drive, and wisdom; to Sarah Meeker and Nick Halsey for their initial editing and their focus on transformational ideas; to Renee Broadwell, our brilliant editor, for inspiring clarity and insight into the lives of customers; to Jake and Rick Halsey for their ever-present love; and to Elaine White, Pat Zigarmi, Margie Blanchard, and Debbie Blanchard for always encouraging me to grow, learn, and believe in myself. I also want to express my gratitude to my amazing clients, friends, and family who want me, above all, to express my truth and help create a world where people, in service to one another, can thrive.