{"product_id":"the-great-barrier-thief","title":"The Great Barrier Thief","description":"The Great Barrier Thief is a business and customer-service book that examines why companies undermine themselves through poor communication, internal bureaucracy, and barriers between management, employees, and customers.\r\nRichard W. Buchanan argues that many organizations gradually “steal” value from their own businesses by creating obstacles that frustrate customers and demoralize staff. The book explores how inefficient systems, weak leadership, and disconnected departments lead to declining service quality and lost trust.\r\nThe central theme is that businesses can reverse this self-destructive cycle by: Focusing on Customer needs, Improving internal communication, Empowering employees, Removing unnecessary organizational barriers, and Building a service-oriented culture.\r\nPublished in Australia in 1995, the book combines management commentary with practical observations about customer service and organizational behavior.\r\nVery Good: Very tidy condition.","brand":"Thrift Reads","offers":[{"title":"Very Good \/ 000120002","offer_id":48068259053719,"sku":"9780473032425-VG-000120002","price":10.0,"currency_code":"NZD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0741\/9002\/8951\/files\/20260526_104013-Thief.jpg?v=1785062961","url":"https:\/\/thriftreads.co.nz\/products\/the-great-barrier-thief","provider":"Thrift Reads","version":"1.0","type":"link"}