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Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
book

Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski

by Chip R. Bell, Ron Zemke
May 2007
Intermediate to advanced content levelIntermediate to advanced
231 pages
5h 8m
English
AMACOM
Content preview from Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
139
19
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
Founder, Ford Motor Company
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 ...
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Publisher Resources

ISBN: 9780814473689