How small change pays off big.


You’ve built a solid business. You’re a leader in your organization. You’re a member of the team ready to take on more. You need a practical, action-oriented approach to staff development and customer service that will positively impact your bottom line and your career, a guide that will take both to the next level. The 10¢ Decision is for you.

Compiling Laurie Guest’s lessons from more than three decades as a customer service expert, The 10¢ Decision is an abundance of quick tips and deep dives intended to make immediate, positive changes in your customer service delivery. Purposefully designed to be a quick read, The 10¢ Decision is packed with fun stories, spot-on examples, and questions to ask yourself to drive results.


Inside The 10¢ Decision

What’s The 10¢ Decision?

Most people in business don’t realize that sometimes it’s the 10¢ decision that can have the biggest impact. If you really want to provide exceptional service and keep customers coming back, focus on small changes.

For Leaders. For Team Members.

The 10¢ Decision is two books in one. On one side, the guiding principles of customer service for staff eager to deliver exceptional experiences. On the other, the strategies and insights for leaders determined to take the organization to the next level.

Insights + Action = Change

Taking action is the only thing that creates results! If you read the book without taking action, the insights won’t make any impact on your service level or your bottom line. Questions included at the end of each chapter will lead to positive forward movement.

A Little Bit of Laurie Guest

With over thirty years of experience in customer service and staff development, Laurie Guest shares lessons and methods developed firsthand to drive success, with plenty of wisdom and humor along the way.

Meet Laurie Guest

An entrepreneur, keynote speaker and author, Laurie Guest became known as a “go-to-resource” for customer service excellence during a successful career in the healthcare industry. In 1997, she channeled that expertise into Guest Enterprises, Inc., her own speaking and training company designed to inspire stellar customer service and help others create noteworthy guest experiences. For more than two decades, she has shared her practical point of view on customer service and staff development to audiences across the country, blending real-life examples and proven action steps for improvement.

In The 10¢ Decision: How Small Change Pays of Big, Laurie presents her most sought-after and impactful strategies to find and retain the best staff and highest-quality customers while delivering exceptional guest experiences.