A book containing some common sense advice. Invest time into relationships and focusing on the other person’s needs. Following the formula: serve, personalise, encourage, courtesy, interest, appreciation and listen (SPECIAL), as a general guide.
I found the book patronising in places, assuming that most people don’t finish reading books or apply what they are reading about. Also, there was the blatant use of up-selling in the book, with a number of references to his past and future books.
Snippets of the book were useful, including reminders that we revive the behaviour we are willing to tolerate and to focus both on facts and feelings when communication.