I was initially intrigued by the title of the book. My expectations were high that this would be an entertaining read as well as one from which there should be some good learning points. Unfortunately, however, the reality never quite matched my expectations. One of the fundamental problems was, as the author admits 'customers from hell' are few and far between, thank goodness! The materials presented are predicated primarily on Belding's experience in owning and managing a chain of toy stores. Consequently, much of what is found in the book has a strong retail-orientation. I got the feeling that Belding was trying to get every thought, experience, observation he has ever had into the book and consequently the flow felt disjointed. One chapter headed in one direction and in the next you were suddenly hurtled in another.
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