Useful enough of a book with good points. A slightly different take on the same subject as Dale Carnegie's "How to win friends and influence people," which if I were to choose between the two I would go with Dale Carnegie's seminal book as the message here isn't as direct, but if you're interested in the subject and have already read/listened to Mr. Carnegie's, then this is a good compliment.
I run a diverse holding company and at times perform healthcare consulting and have had the pleasure to see many healthcare systems from the inside out. This book laid bare many principles that I had seen but not understood on a conscious level as to what made one hospital a pleasant place to work and another dreadful with employees backbiting, gossiping, and undercutting each other. This truly should be read by every executive, in the healthcare industry or not, as it is the theoretical basis for Customer Relationship Management software, and provides a framework to structure how organizations meet customer's, and employee's needs. Wonderful book.