Cover -- Title Page -- Copyright Page -- Definition -- Contents -- Acknowledgments -- Introduction -- Tiny Noticeable Things -- TNTs - The Difference -- TNTs Shared -- 1 Customer -- Old Friend -- We're Open -- Service with a Smile -- Hot Chocolate Inspiration -- Good Service x 2 -- Favourite...

"TNTs are Tiny Noticeable Things. They are all the little things that people don't need to do, but do do. They may be tiny but they are highly explosive. They create the biggest longest lasting pictures in people's minds, they show how much you care, they make and break relationships, yet they...