While it seemed to be somewhat of a promotional vehicle (most evident in the few pages, very rarely earlier) and somewhat repetitive despite how short the book was. However, I thought it had a very important message that most managers are lacking: given that the true profit of the company is the long-term value of customers in their repeated business, it is the front line staff and the lower rungs who are truly responsible for the perception - and therefore long-term marketing - of the business! While the book is not aimed at the lower ranks, and at times one must read between the lines, it was uplifting and somewhat inspiring to read about the importance of my position for the benefit of the company. Can I work for Cordock? I could use the appreciation of the underlings!