Black & white photography with a color cover. Dan Galloway examines the little things that make a difference in building and maintaining relationships with customers. Topics include body language, cell phones, e-mail, empathy, listening, tone of voice, and words/phrases. In this easy-read book, Dan makes his points through big picture references to Chicago, cookies, dominoes, hummingbirds, pelicans, shoes, turtles, and wet leaves. Additionally, there are eye-opening survey results that reveal what customers expect from businesses.