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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 3

Build a Service Vision

Yogi Berra, the immortal New York Yankee catcher, coach, and manager, is supposed to have said, “If you don’t know where you’re going, you’re liable to end up someplace else.” It’s true, whether he said it or not. It is especially true of your efforts to create Knock Your Socks Off Service. Your vision of what superior service looks like is the foundation of getting where you want to go—and not “someplace else.”

Building a service vision means articulating that mindset for the people who work with you. What it will take to cause customers to give you a five-star rating may be very clear in your mind. That is of little consequence until everyone charged with turning that vision into reality for the customer ...

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