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Not often does the owner of a business dress up in costume and parade around their offices, but Larry Hinton, owner and general manager of Andy Shaw Ford dealership in Sylva, N.C. did just that last week. The occasion – Thanksgiving! Larry wanted to do more than hand out a little cash for all his […]
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  Creating a culture of Service Excellence doesn’t happen by taking a pill, dictating it, or waving a magic wand. Creating a culture of Service Excellence requires leadership involvement from the moment the stake is put in the ground that this is the direction the organization is going to take. Creating the culture is the […]
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  Last week I had to hire two different service repair companies to fix broken appliances in my home. One company, I will never hire back and will never recommend to my friends.   The other company, I have already told three acquaintances and have hired them to come back and do another project in my […]
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Today, I have a guest blogger who shares my passion for service excellence, and also like me, studied Philip Crosby’s approach to quality management back in the 80’s. Today, Gautam Majatan, based in India, has looked to implement many of the Quality tools that were used to improve quality back then, to redirect those tools […]
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The last couple of weeks have been tough ones for Central Floridians recovering from Hurricane Irma. Trees are down, vegetation has piled up, and everything is starting to have a musty, sulphur-like smell. But most residents are okay to deal with these consequences of the storm, it is the lack of power and internet that […]
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Last week, I was delighted to spend some time watching the employees working at Pike Place Market in Seattle, Wa. Ever since they decided they would become the World’s Most Famous Fish Market, the employees have bought into the culture, hook, line, and sinker. It was evident in the teamwork they displayed and the fun […]
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  There is something that companies known for their world-class customer service do that other companies don’t. It is what inspires customer retention, it is what reinforces customer loyalty. It isn’t hard to do, but it takes a commitment and awareness by every employee in the company. That “something”, that critical ingredient, is having a […]
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