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Whilst I was at university I spent a lot of time hanging out in bookshops, reading books I couldn't afford to buy. I discovered this book whilst looking for a noam chomsky reader, was struck by its day-glo cover and took a quick glance inside, expecting the usual business speak and motivational rubbish that fills so many of these sorts of books (books that SELL, despite my horror of them!). However, I soon found myself gripped by writing that was truly eager encourage EVERYONE to see the value of good service, no matter where one might be on any ladder. He responded to a gut feeling that I've always had, that there are only benefits to be gained from offering people the best service that you can, no matter how small the service might be or how difficult the customer. The marvellous thing about this book is that he constantly offers you positive and exciting examples which are funny, interesting and memorable, thus having a real effect on you rather than merely leaving you briefly 'uplifted'. Time and time again I have been doing a dull job or task and I've found myself digging deep for a bright smile and a willingness to please because I am sure that what goes around comes around, as demonstrated time and again in this book. Barlow also reminds you of the numerous knock-on effects of taking a 'batteries included!' stance - pride in your work, confidence in yourself and your company, and a much more cohesive and coherent projection of your company (found when a brand starts trying not only to be sure to deliver the service it promises, but most importantly strives to go above and beyond those promises, and soon finds it easy to do so).

Barlow's writing is perfectly pitched. He offers you anecdotes, facts and strong evidence to back up his advice. He makes it quite clear why it wouldn't make sense to offer anything but the best service you can give. And he does so memorably.

I cannot tell you how excited I was when I finished this book, standing under dull strip lighting with an aching neck. I felt like shouting in the streets! I'm not saying that all you readers will feel the same, but I will tell you that I am writing this review some five years after I read 'Batteries Included' and I am still excited, and I still think of his words and find myself trying to encourage other people by echoing his words. So, get your hands on a copy. More importantly, give a copy to your boss and your boss' boss. Get them excited too.