We’re increasingly frustrated and disappointed by service. Customers, employees, owners—no one wants to deliver bad service, and no one wants to endure it. But that’s the experience we continue to inflict on each other. Why is that?
Have you ever wondered why some companies are exceptional and always on the top? Have you ever thought what makes Sony, Toyota, GE, and Nokia and many others world-class companies? Is it their machines, their systems, or their people? Or is there something else?
Did you believe otherwise? Think again! Did you remember that time when you hired Mr. X out of despair, hoping that he might turn to be an OK employee? Do you remember those signs of carelessness you observed while interviewing him? The wrinkled shirt, uncombed hair, and unpolished shoes. And those signs of poor writing skills in his resume.