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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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Measurement is all around us. Everywhere we turn, we see clocks, thermometers, gauges, charts and other ways to take and communicate measurement. Why? Imagine what it would be like without measurement. We would have to guess about when to leave for work, when to turn off an oven, or when to fill our cars with […]
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I truly believe most employees don’t wake up in the morning and say to themselves “I can’t wait to get to work and get a customer really angry today.”  I believe that most employees want to delight and please their customers by offering great service, but that there are times when an obstacle (no fault […]
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