Service That Rocks

Create Unforgettable Experiences and Turn Customers into Fans

Jim Knight

Rock Star Culture Starts with Mind-Searing Customer Experiences

How do you turn customers into raving fans? You start by giving them experiences they will never forget.

Whether you sell products or services, the only way to stand out is by treating your customers like rock’n’roll royalty—every single time they interact with your company. In Service That Rocks, author, speaker and service expert Jim Knight shows you how to begin by hiring people especially suited to your business, then giving them the training and permission they need to make your brand iconic.

Part of Knight’s Culture That Rocks series, Service That Rocks draws on examples from some of the world’s most recognizable big businesses, along with lesser-known but equally potent single-location entities, to reveal how, when exemplary service permeates your organization’s culture, it will transcend simply being transactional.

With edu-taining practical advice and actionable tips, Service That Rocks gives you the ultimate set list to avoid mediocrity and create service so memorable that it will transform your customers into devoted fans of the brand.


“You’ll laugh. You’ll cry. And most importantly, you’ll change. Full of examples and achievable advice, Service That Rocks is the instruction manual for moving from mediocre to magnificent.”

“Jim Knight shows how engaged employees at companies that promote and value genuine amped-up service can create memorable experiences and customers for life. It’s just what we need today.”

“Jim Knight is a rock star writer and observer of talent like the many music agents and producers I work with on a regular basis. His unique observations of top talent become a textbook for the highest-level service in any industry. Like a concert that fires on all cylinders, Service That Rocks leaves a lasting memory that, well, really rocks!”


“We all know the danger of producing sequels: they don’t always live up to the original. But in Service That Rocks, my good friend Jim Knight does what Hollywood often fails to do—he exceeds the standard previously set. Jim’s first book, Culture That Rocks, is easily one of my favorites in the organization-building space. In his third book, he goes deeper into customer service. Grab your highlighter because this one is filled with nuggets!”

“Florida’s hospitality industry lives and dies by the customer experience and the service we provide our guests. Jim Knight’s newest book, Service That Rocks, is the perfect business blueprint to help your establishment surpass guest expectations and keep them coming back for more. There are so many incredible takeaways in this book for employees and leaders alike; it is a must-read. Just like Jim, this book rocks!”

“In Service That Rocks, Jim Knight delivers practical insight, incredible stories and a game plan for delivering a brand experience that will keep customers coming back for more. This book is an entertaining read packed with actionable ideas to influence culture, inspire employees and deliver a service experience that surprises and delights every single time. When it comes to the future of customer experience, I learn from Jim, and if you care about your customers, I cannot recommend this book enough!”


Jim Knight is an award-winning training and development veteran and culture catalyst who speaks on a variety of interactive topics, including programs on organizational culture, differentiated service, building rock star teams and leadership. During Jim’s twenty-one-year career with Hard Rock International, his creativity and success garnered his team several industry awards for cutting-edge print, video, e-learning and instructor-led concepts.

He was also recognized by Training magazine as representing one of the Training Top 125 companies in the world, across all industries, and has since been featured in Entrepreneur magazine, Inc. magazine, Forbes magazine and Fox Small Business News.

With a music degree in Vocal Performance and Education, a six-year stint as a public middle school teacher and his two decades with the Hard Rock brand, Jim uses all of his experience and expertise—as a keynote speaker, podcaster, book marketer and author—to assist leaders of all levels and industries develop their skills and amp up business results.

Jim released his widely praised first book, Culture That Rocks, in 2014. It is now in its second edition and is the impetus for Service That Rocks, book two in the Culture That Rocks series.

Jim also discusses life-changing leadership advice and best practices with influential guests on Thoughts That Rock, the free weekly edu-taining podcast that he co-hosts with Brant Menswar. JimKnightSpeaker

ISBN 978-1-77458-305-0
$18.95 CAD $16.95 USD
Published October 4, 2022
5.25 × 8 208 Pages
Paperback, ebook