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

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17

Start on Day One (When Their Hearts and Minds Are Malleable)

Coming together is a beginning. Keeping together is progress. Working together is success.

—Henry Ford

In the olden days of training, we used to talk about “getting them before they have teeth”—bringing on new people whose ideas and attitudes were open and unencumbered by a lot of bad habits and experiences.

• At that early stage of their job tenure, they were much more likely to accept our rationale for doing things in a certain way.

• If, however, we waited months, even years, before we started to try to build their Knock Your Socks Off Service skills, we often had the same kind of challenge orthodontists face when patients wait until they are adults before trying to do something ...

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