Inspiring Passion for the Customer

I’d rather have one person with passion than forty who are merely interested.

—E. M. Forster

Picture this: You walk out of the airport to take a taxi cab to the hotel. The taxi driver has a sullen look, seems completely disinterested in you, plays music you dislike, and talks to his buddies on his phone all the way. When you arrive at the hotel and ask for a receipt, he acts like he’s doing you a big favor and then frowns at the tip!

Now substitute the taxi driver for any one of your employees. Do you have employees who seem to hate work, drag through the day like they are barely alive, show the enthusiasm of a tree stump, talk to their buddies while ignoring customers, and then get irritated when there ...

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