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Preface and Acknowledgments xi
In Search of Excellence? 1
Excellence-Today More Than Ever 3
Excellence or Nothing 7
The Excellence Myth 9
Admiring the Legends 9
The Culture of Dilbertism 12
The Theory of Excellence 17
Now What? 19
Excellence Every Day? 20
The Excellence Aptitude Test 22
Why We Fail to Delight Our Customers (While We Think We Do) 25
The Gaps Tell the Story 27
"I Wish I Could Do More" 31
Excellence-Defining, Believing, Living 33
Excellence vs. Consistency 35
Anticipating Needs 37
Response-Ability 39
The Art of the Human Touch 41
Early in the Morning 43
Sincerely Yours 44
The Daily Choice You Make-Delivering Excellence One Decision at a Time 47
Choices or Chores? 50
Does It Have to Be Every Day? 51
Twenty Years to Overnight Success 52
Excellence Starts with You 53
The Puzzling Paper Clips 56
Creating OrganizationalExcellence 61
Millions of Daily Choices Every Day 61
"You Must Smile Sincerely at All Times" 64
The New "E" 67
Generation Why? 69
Upside-Down Management 71
The Entrepreneurial Manager 73
"We Just Do" 77
Fly the Server 78
Excellence and the Art of Persuasion 80
Leading Your People to Excellence 83
Serving Your Employees 83
Summer Santa 87
Live in the Customer's Shoes 89
Empowered to Make the Right Decision? 91
Permission to Fail 94
Mistake of the Month 95
Recognizing Excellence 96
Would You Go All the Way? 98
I Will Take the Cynic Over Any Other Employee 100
Tell Me a Story 103
Celebrating the Heroes 104
Excellence Enablement 106
Making Excellence Personal 109
When I Grow Up I Want to Be 109
Mechanical Performance vs. Impact Performance 113
"How Would I Want to Be Treated If I Were on the Receiving End?" 116
Inertia-Falling into a Performance Coma 117
Make It Personal 120
Hey, You! Yes, You! 122
Be Proud of Your Masterpiece 123
It Is All Around Us 125
Excellence Daily Choice-Personal Leadership 129
Performance at the Moment of Truth 129
In Search of the Right Customer 136
To Tie or Not to Tie: That Is Not the Question 139
Excellence Daily Choice-Taking Ownership 143
Waiting at the Altar 143
Chocolate Chips to the Rescue! 145
Never Give Up 147
In Sickness and in Health 150
Excellence Daily Choice-Creative Ways to Delight 153
The Extra That Makes the Difference 153
Delighting Customers One Clip at a Time 157
The Old Is Dead-Long Live the Change 160
Creating Customer Compliments in Five Minutes 170
Excellence Daily Choice-Wow! 173
All You Need Is Love ... in 11 Languages 173
Excelling at the Smallest Details 175
The Sweet Taste of Everything 178
A Courier for a Day or Redefining On-Time 178
Who Is Dr. WOW? 180
A Beary Passionate Place to Be 182
Excellence Daily Choice in Difficult Times 187
Redefining "Getting It Done" 187
With Patience and Perseverance 189
Everyone Listens to Customers 190
Chainsaw and the Art of Amazing Customer Experiences 192
Wrenching Customers Away from the Competition 196
Team Excellence or the Gifts Keep on Coming 198
Just Imagine ... Then Make It Happen 201
Are You Ready to Deliver Excellence? 204
Lifelong Pursuit of Excellence 206
Only 15 Minutes of Fame? 207
It's Showtime 208
Be Originally You 210
The More You Give, the More You Have 211
I Think I Can 212
Higher and Higher 214
Afterword: Moving Forward 217
About the Author 219
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Add Excellence Every Day: Make the Daily Choice-Inspire Your Employees and Amaze Your Customers, Addressing all levels of the corporate ladder, from customer service to the CEO, this business-savvy handbook explores The Excellence Myth, revealing a new philosophy of excellence to help individuals and organizations reach their performance potential., Excellence Every Day: Make the Daily Choice-Inspire Your Employees and Amaze Your Customers to the inventory that you are selling on WonderClubX
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Add Excellence Every Day: Make the Daily Choice-Inspire Your Employees and Amaze Your Customers, Addressing all levels of the corporate ladder, from customer service to the CEO, this business-savvy handbook explores The Excellence Myth, revealing a new philosophy of excellence to help individuals and organizations reach their performance potential., Excellence Every Day: Make the Daily Choice-Inspire Your Employees and Amaze Your Customers to your collection on WonderClub |