The satisfied client necessarily will return again. That a client was satisfied, it is necessary to create the high level of service. But how to obtain from employees the real, sincere attitude toward a client?.Maxim Недякин is a consultant on questions of service and development of companies, has enormous practical experience. In a book he in detail takes apart management examples the Russian companies tells how to create truly клиентоориентированный service without the use of hard regulations and punishments.