Yes, we have even more to learn from the Japanese. The authors of this study, who run a sales management consulting firm, tell us samurai actually means "one who serves," not one who wields a sharp sword. Despite the gimmicky hook, their book does provide a serviceable presentation on how salespeople should put the customer first. While the discussion of finding the centered harmony of your personal ki may appeal to New Agers in the more soft-sell Nineties, the book's blank worksheets make it a better personal purchase. There's also plenty of promotion for the firm's own seminars, which may annoy some readers. An optional purchase after stocking such service classics as Chip R. Bell and Ron Zemke's Managing Knock-Your-Socks-Off Service (Amacom, 1992), Regis McKenna's Relationship Marketing (Addison-Wesley, 1991), and Carl Sewell and Paul B. Brown's Customers for Life (Pocket, 1991).
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