In 1979, John Carona founded Associa, a community association management company, with just one client. Under his leadership, Associa has grown to become the largest and most stable management company in North America.

In In the Common Interest II, Carona shares the secrets of his success for those in the community management industry and any leader interested in the ""how"" of building a successful service business. Customer service is at the heart of his philosophy, guiding his employees in every action, communication, process, and relationship. It permeates every aspect of his company, from client relationships to employee culture.

Carona is not bragging about his success, although he certainly could. He genuinely wants to help others create their own successes. He shares the details of his approach: Associa's mission statement, four pillars, five core values, as well an in-depth explanation on the application of these concepts: the Five Star Customer Service Model. Each chapter includes easy-to-understand explanations of these tenets, a ""Service in Action"" case study, and self-assessment questions that readers can use to guide their own organizational development.

Readers will walk away with a thorough understanding of the importance of customer service and how to implement similar policies and practices to help their own organizations be the best they can be.