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

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Imperative 1

Find and Retain Quality People

Hire good people and work like heck to keep them on the payroll. Knock Your Socks Off Service starts here or it doesn’t start at all.

If you are really serious about serving customers better than your competition, you have to start with people who are willing and able to make that happen. Hiring well means being downright picky about who works under your flag. When it comes to creating and maintaining a positive relationship with customers, hiring nobody is sometimes better than settling for the first warm body that volunteers to show up for eight hours. You can’t end up with loyal customers if you don’t start with quality people—the kind of people who get as big a kick out of delivering great service ...

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