Finally, the author highlights the issue of organisational core values by narrating events, experiences and outcome. Author has added humour to the text by adding cartoons with visual slogans, idiosyncrasies at workplace and the boss. The message he sends out to readers is that if the frontline is not well developed in knowledge, skill and attitude, discouraged by the back office staff and ignored by management then for these obvious reasons customer delight will be left in the back burner. The book makes it an interesting reading and above all a learning for all executives.