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Customer Culture: How FedEx® and Other Great Companies Put the Customer First Every Day by Michael D. Basch

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Chapter 15. The Paddi Lund Story

“Take your name out of the phone book, stop all advertising, lock your doors, and fire 75% of your customers.”

This is the advice of Paddi Lund, who runs an eight-person dental office in Brisbane, Australia. If there is an ideal business, this is it: very profitable, zero turnover, happy employees and owner, and an integrated home and business life for all employees.

More important, this is a story of business transformation from average to extraordinary over a period of a decade.

The story started about 12 years ago. Paddi was very unhappy, working 60 hours a week and making average dental pay.

He was stressed out and at the end of his rope. So much so, he seriously considered suicide. He investigated various ways ...

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