Experiencing World Class Service Excellence

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first time, every time. Only systems guarantee you that.

3. Underpromise, overdeliver

Customers expect you to keep your word. Exceed it.

4. When the customer asks, the answer is always yes

Period.

5. Fire your inspectors and customer relations departments

Every employee who deals with clients must have the authority to handle complaints.

6. No complaints? Something’s wrong

Encourage your customers to tell you what you’re doing wrong

7. Measure everything

Baseball teams do it. Basketball teams do it. You should, too

8. Salaries are unfair

Pay people like partners

9. Your mother was