Fred,

I just bought your book If Disney Ran Your Hospital and cannot put it down.  I have been in the healthcare industry in some fashion since the mid 80's and cannot tell you how this book has opened my eyes to the things we do everyday that just do not make sense.

Recently I have been doing much soul searching on personal and professional growth.  I have joined numerous organizations, taken many courses and read book after book on improvement and quality.  During the last few days I have learned more from reading your book than all of the other methods combined.

I would like to recommend to my company your book become mandatory reading material for all associates.  It is fantastic.  I have become a big fan of yours and can't wait to read more. 

Since I spend hours driving or flying to client sites I plan on buying the CD so I can listen to this book.  I am sure this will become my all time favorite book and will become worn quickly.

Thank you and keep writing.

Fred,

What an amazing book.  After only two nights, I'm half way through it.  If I didn't have kids that required customer service each night, I probably would have finished it by now.

 Chapter 3 made so much sense.  I loved your quote that read, "Loyalty is generated by memorable things that happen that we didn't expect."  I'm exactly one of those people who rate companies as 4's when nothing special happens.  The chapter made me think of my trip to Hawaii about 6 months back.  Toward the end of our stay, my family ate at one of the restaurants at the resort where we were staying and my wife ordered a tropical drink.  When the drink arrived, my youngest son begged my wife for the cherry and she passed it on to him.  The server noticed it and seconds later came back with whole bowl of cherries for my son and really made his night but that wasn't the most memorable moment.  After dinner was served, the same server asked us about the food.  Everything was good but my oldest son wanted to know if there was any other bread because the rolls were too dry.  He told her he really like the bread at the other restaurant at the resort.  She indicated that this was all they had, apologized and disappeared.  A few minutes later she returned with a bread basket from the other restaurant.  Later I found out she took the initiative to leave the restaurant, leave the building, and go across the resort, down an escalator, through the other restaurant and retrieve some bread from the other kitchen.  That server took an average restaurant and average meal and made it outstanding for us.  The food typically wouldn't attract us back but that level of service will.

 You could not be more right about memorable moments!