Managing Knock Your Socks Off Service Book

	Introduction
Imperative 1	Find and Retain Quality People	1
1	Select Slowly...and Hire Carefully	3
2	Paying Attention to Employee Retention	11
3	What Leads to Longevity?	17
Imperative 2	Know Your Customers Intimately	23
4	Good Service Is Whatever the Customer Says It Is	25
5	Good Enough...Isn't	31
6	Listening Is a Contact Sport	37
7	A Complaining Customer Is Your Best Friend	43
8	Little Things Mean a Lot	50
9	Building Service Partnerships	57
Imperative 3	Focus on "Purpose"	63
10	The Power of Purpose	65
11	Getting Your Focus Down on Paper	69
12	A Service Strategy Statement Sampler	74
Imperative 4	Make Your Service Delivery System ETDBW (Easy to Do Business With)	83
13	Bad Systems Stop Good People	85
14	Fix the System, Not the People	90
15	Measure and Manage From the Customer's Point of View	95
16	Add Value: The Milk and Cookies Principle	102
17	Make Recovery a Point of Pride...and a Part of Your System	107
18	If It Ain't Broke...Fix It	113
Imperative 5	Train and Support	123
19	Start on Day One (When Their Hearts and Minds Are Malleable)	125
20	Training Creates Competence, Confidence, and Longevity	130
21	Making Training Stick	137
22	Thinking and Acting Like a Coach	143
Imperative 6	Involve and Empower	153
23	Empowerment Is Not a Gift	155
24	Removing the Barriers to Empowerment	161
Imperative 7	Recognize, Reward, and Celebrate Success	167
25	Recognition and Reward: Fueling the Fires of Service Success	169
26	Feedback: Breakfast, Lunch, and Dinner of Champions	174
27	Interpersonal Feedback	180
28	Celebrate Success	184
Imperative 8	Your Most Important Management Mission: Set the Tone and Lead the Way	191
29	Observation Is More Powerful Than Conversation	193
30	Reinventing Your Service System	196
31	The Journey From Boss to Leader	201
	For More Reading on Service	207