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What Was Old Is New Again
Jul 28, 2009

Not a day goes by it seems where we don't read about a company embracing Service Excellence as a plank in their  "economic recovery program" ; Sears , De lta Airlines are two of today's announced converts.  Over the past month the list is quite impressive.  Many companies are blending accepted practices ( Service Training) with today's tools ( Twitter.)  In my opinion, this is exciting and perhaps the future will belong to those who:

  • Truly transform as opposed to just change
  • Actually listen as opposed to just hearing
  • Position service before efficiency
  • Consider Loyalty the best means to profitability
  • Recognize associates as equals and treat them as such 
  • Embrace  new technologies as  enablers not a stand alone solution
  • Recognize and reward service zealots
  • Anticipate more than react
  • Respond with urgency
  • Empower everyone to serve well
  • Give amnesty for mistakes
  • Never be satisfied, with "what is" 
  • Continually get better at being better
  • Insure everyone, everywhere is accountable to those they serve, everyday

Pete Blackshaw ,in Ad Age, profiles Zappos as a great service model in the on-line world.  They blend the "old with the new" with just the right dash of personal contact to top off their service recipe.




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How you do... What you doŽ  

How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

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