Built to Serve: How to Drive the Bottom Line with People-First Practices / Edition 1

Hardcover (Print)
Used and New from Other Sellers
Used and New from Other Sellers
from $1.99
Usually ships in 1-2 business days
(Save 93%)
Other sellers (Hardcover)
  • All (73) from $1.99   
  • New (7) from $10.95   
  • Used (66) from $1.99   


In Built to Serve, Dan Sanders, CEO of the award-winning, service-oriented United Supermarkets, makes this bold claim: the prevailing business culture is broken and a radical transformation is required-a paradigm shift that reshapes our understanding of the true purpose of work.

Leaders have a choice-continue to chase a broken price-profit model and suffer the consequences or build a culture committed to servanthood and discover the fulfillment evident when people see their work as a ministry. The choice leaders make will not only determine economic success and failure but also will determine their organization's long term impact on humanity.

The time is now. Sanders reveals how your people can adopt United's mission of “Ultimate Service, Superior Performance, Positive Impact.” He distills valuable lessons from nine decades of a people-centered culture that consistently delivers outstanding customer service and reveals how you can develop a fully engaged, productive workforce.

  • Treat your customers like partners
  • Create a people-centered culture in a numbers-focused world
  • Communicate your organization's vision
  • Focus on strengths, not weaknesses
  • Tie performance to the success of your mission
  • Reduce your employee turnover
  • Build communities connected by an emotional bond
  • Ensure sustainability and growth-with an eye on the principles that allowed your success in the first place

When you're built to serve, employees come to work because they want to, not just because they have to. Built to Serve is your hands-on guide to seeking this higher purpose.

Read More Show Less

Product Details

  • ISBN-13: 9780071497923
  • Publisher: McGraw-Hill Professional Publishing
  • Publication date: 8/28/2007
  • Edition number: 1
  • Pages: 200
  • Sales rank: 247,585
  • Product dimensions: 5.30 (w) x 8.10 (h) x 0.93 (d)

Meet the Author

Dan J. Sanders is CEO of United Supermarkets, the first supermarket to win the prestigious National Torch Award for Marketplace Ethics. Sanders is also cofounder of The Center for Corporate Culture, which challenges and coaches CEOs and their teams to build corporate cultures focused on leadership, ethics, wellness, and execution. In addition to his business endeavors, Sanders is also a former Air Force U-2 reconnaissance pilot and a highly decorated officer.


Read More Show Less

Table of Contents

Foreword: Dr. Stephen R. Covey     xi
Preface     xix
Introduction     1
Building a People Culture in a Numbers World     17
Understanding Higher Math     19
The Emerging Career Model     37
Making Winners Fail     53
Knowing Players from Fans     73
Executing First Things First     89
Defining the Who: See the Vision     91
Defining the What: Know the Mission     109
Defining the When: Keep the Faith     125
When Things Go Bad (and They Will)     143
Intangibles Drive Tangibles     161
People, Not Profits     163
Decision-Making: More Than a Spreadsheet     181
The 4P Management System     197
Humility Trumps Pride     215
Conclusion     227
Afterword: Ken Blanchard     233
Index     237
Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star


4 Star


3 Star


2 Star


1 Star


Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation


  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously
Sort by: Showing all of 14 Customer Reviews
  • Anonymous

    Posted October 11, 2010


    The book Built to Serve is a fairly good book. My problem with this book is that there is too many side stories about what Mr Sanders did during his military career. To me, it took away the main purpose of the publication. If Mr. Sanders had used an explanation of his military career once in the book it would have been okay. However, the same stories were repeated many times throughout the book. It was more like Mr. Sanders' autobiography than a book that was supposed to relate to the reader of "How to Drive the Bottom Line with People-First Practices".

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted November 24, 2009

    Absolutely Fabulous

    I am not a reader, I'll be the first to admit that. It takes a lot for me to finish a book. I read this one within a week and found it truly inspirational. I love it!

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted November 1, 2007

    Go Through the Express Lane and pick up great tips for Business and Life

    Picking up Built to Serve, you quickly realize it is more than a story about a 90-plus year old supermarket chain. It is about developing and fostering a culture of service, that includes treating their guests as more than customers and building up the communities where they work. Sanders writes about connecting with people, on a personal level, and how it can impact your business. Sanders believes management begins and ends with human beings. For Sanders, culture-driven, people centered organizations understand human beings directly influence the processes of an organization and the resulting performance. To succeed, you have to connect at the individual level with a culture of service. Each chapter contains a quick synopsis of the key points of that Chapter. These quick recaps, called 'From the Express Lane', are wonderful tips for business. However, they can also help with personal life. Be it running a grocery store, a hospital, coaching a little league team, or working with a church or neighborhood association, the culture of service in BUILT TO SERVE will be a benefit to the reader.

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted November 1, 2007

    Built to Serve Should Be Your Business Bible

    This book is an exceptional, insightful guide to making your business and your life better. It's an easy-to-read and enjoyable journey that reveals a simple, but powerful formula for success. It's a how-to guide for creating a people-based culture that puts emphasis where it should be... on people, not profits. This book should be required reading for anyone in business and anyone starting a business. It will change the way you look at your employees, your customers and your business. It will quite possibly change your life. Don't just read it once. Read it often. Bottom line...it should be your 'business bible'!

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted October 29, 2007

    Timing is Right for Built to Serve

    In this ever-changing world of high technology, communication behind monitors, text messaging and bluetooth ear pieces ... it's time for anyone in business to pick up a copy of Built to Serve. As a nation, we are forgetting the most important piece of any successful business or relationship -- PEOPLE! Built to Serve reminds us of that, and Dan Sanders has eloquently explained the very simple, yet powerful message that we all must work toward a higher purpose ... and not get bogged down in the mundane. By creating people-first practices, Sanders believes a change can happen in virtually any business -- and he encourages each of us to begin making those changes now. This uplifting book, written by a CEO, no less, gives me hope that maybe our U.S. workforce can indeed learn from this book to create the cultures they deserve in their own backyards. Indeed, the time is now.

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted October 30, 2007

    A blueprint for building a great corporate culture...or improving a bad one.

    In a corporate world that treats both customers and employees as little more than numbers on a spread sheet, Mr. Sander's philosophy on customer service and 'employee empowerment' is absolutely revolutionary. I have experienced the success of Mr. Sander's vision first hand, both as a United customer, and in my own professional life. 'Built to Serve' is an outstanding example of how to treat your customers, and how to truly lead your employees, rather than simply managing them.

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted October 31, 2007

    A business book for all of us

    This book rings true with today¿s younger generation. It is important to recognize that we value purpose and reason more than money in our jobs. Every manager needs to embrace this management style.

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted November 23, 2007

    A reviewer

    Many will find the ideas and thoughts in 'Built to Serve' to be idealistic in nature. We can only progress if our goals are somewhat idealistic, so we are constantly striving to serve people better. The culture at United has always tried to put people first. At times it may be hard to see, but at the end of the day, serving the team member and our guests is at the core of every decision and action. If you take a step back and understand the message of 'Built to Serve' rather than mincing words, you should see a greater meaning that business' of today needs to hear. You may find my comments biased, as I have lived the culture for 25 years, leaving at one time only to return 3 years later.

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted October 6, 2007

    Refreshing new look at business

    I've always believed companies should pay attention to their employees. It's good to see someone who is doing that and succeeding. If everyone who reads this book would change their old habits, we would see outstanding results.

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted October 13, 2007

    A 'must read' for Leaders of today and tomorrow

    'Built to Serve' focuses on the most valuable resource of any organization,-the employees. Front line, middle managers, senior managers will all find valuable insight in this book and discover opportunities to strengthen their organization and create a 'people first' culture from the inside out.

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted December 28, 2010

    No text was provided for this review.

  • Anonymous

    Posted April 16, 2009

    No text was provided for this review.

  • Anonymous

    Posted May 10, 2009

    No text was provided for this review.

  • Anonymous

    Posted February 13, 2010

    No text was provided for this review.

Sort by: Showing all of 14 Customer Reviews

If you find inappropriate content, please report it to Barnes & Noble
Why is this product inappropriate?
Comments (optional)