Books Services Providers Can Reference Again And Again

By Israel Lang, Executive Consultant, HTG Peer Groups

As we wrap up 2014, I wanted to give my Service Manager Brethren a few of the books that have helped me in an operational or managerial capacity over the last 15 years. Some of the books are pricey and are more like text books than typical business book fare. However, all of the books mentioned below are ones I frequently go back to when developing a plan or thinking through a problem or issue. Enjoy and let me know what books you have found helpful along the service manager’s journey.

1. Crucial Conversations and sister book Crucial Accountability. As services managers we frequently interact with customers, vendors, sales folks, and service team members. These interactions can at times be intense. Both these books have helped me develop the critical skill of having difficult conversations when they are absolutely needed. At HTG we take many teams through this book as this is a skill they need to develop and hone.
2. Managing the Professional Services Firm. David Maister is one of those authors who has quietly produced more than a few books which have real substance. This book helped me understand how other professional services (engineers, attorneys, accountants) have successfully built a model that creates leverage and success. I frequently return to this book and get great ideas on how to make the organizations I serve better.

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