Here’s our fundamental view of the world: uncommon service is not about trying harder or deciding that your customers are always right. It’s about making careful design choices in the blueprints of a business model. It’s easy to periodically do whatever it takes to make a customer happy. What’s hard is designing a service model that allows average employees—not just the exceptional ones—to produce service excellence as an everyday routine. Outstanding service organizations create offerings, funding strategies, systems, and cultures that set their people up to excel casually.
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