ACKNOWLEDGMENTS

Saying “thank you” is an effective way to acknowledge that a complaint is a gift. It’s also a great way to publicly acknowledge everyone who helped us get a completed manuscript into the hands of the Berrett-Koehler staff. Our TMI colleagues around the globe are and always have been generous with their time and help. Thank you, Kostas Hatzigeorgiou, Leah Fisher, Sumit Sahni, Ralph Simpfendorfer, and Nadzeda Bogdanova. Thank you as well to our U.S.-based colleagues: Lewis Barlow, Jeffrey Mish-love, Beverly Lee, Dianne Kenny, Paul Holden, and Bob Branson. Thank you to our agent, Rita Rosenkranz, and to the team at Berrett-Koehler who have made this book possible from its first edition twelve years ago: Steven Piersanti, Jeevan Sivasubramaniam, Michael Crowley, Maria Jesus Aguilo, Kristen Frantz, Catherine Lengronne, Marina Cook, Peter Cavagnaro, and Tiffany Lee. And a special thank-you to John Goodman at TARP and Lee Barnes at Family Fare.

Perhaps, most importantly, we thank all the many people who sent us e-mails, talked to us in person, or spoke to us on the phone in the last dozen years either asking questions that helped us refine our thinking or shared examples about their implementation of these ideas. They amazed us over and over again with how powerful it is to thank customers for their feedback.