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

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26

Incenting Great Service

Give the world the best that you have, and the best will come back to you.

—Madeline Bridges

The service tech at an auto dealership programs in new car customers’ radio stations from their trade-in and lets them discover it. A Hertz courtesy van driver gets renters to shout in unison “I love Hertz” on their way to the airport after car turn-in. A front desk manager at a hotel in Orlando installed steps in front of the check-in counter so children could “check in” beside their parents.

Great service not only means service providers rewarding a different type of behavior, it means making the new reward match the new requirement. The bottom line is that great service requires rewarding excellence. The following are five ...

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