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Managing Knock Your Socks Off Service, 3rd Edition by John Bush, Ron Zemke, Chip R. Bell

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8

The Power of a Service Strategy

Employees shouldn’t be expected to deliver first-rate service if management can’t first define it.

—Horst Schulze

CEO of Capella Hotels and Founder of the Ritz-Carlton Hotel Company

A cattle rancher will tell you that moving a large herd requires bifocal vision: Without close attention to the herd, a feisty steer can double back or break away, making the rancher waste important time retrieving the malcontent. But if you don’t also keep an eye on the distant gate—your ultimate destination—you may never funnel the herd through it.

When it comes to Knock Your Socks Off Service, focusing on the ultimate as well as the immediate is equally critical. “Bifocal” service vision comes from a clear focus on purpose: Defining ...

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