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People Love You: The Real Secret to Delivering Legendary Customer Experiences by Jeb Blount

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4

Put Customers First

“I’m sorry, we can’t get started until we have all of the proper paperwork completed.”

Chris paused outside of Janie’s office and listened in. He’d been on his way to a meeting but on overhearing her conversation with one of their clients, stopped in his tracks.

“Yes sir, I understand that you are under a tight schedule, but it all has to be filled out correctly.” Her voice was stiff and admonishing.

Chris could hear a man yelling on the other end of the line from all the way out in the hall. Then Janie raised her voice.

“Look Dan, you can call Aspen if you want to but you signed a contract and in that contract it says that you are responsible for getting us the proper paperwork on time and complete.” The man was yelling again.

“No, I can’t do it for you! I realize you’re busy. I’m busy, too. You’re just going to have to find a way to get it done. The regulations won’t allow us to go to work until the proper paperwork is filed.”

Chris heard the phone slam down and stuck his head in the door. “Hey Janie, sorry, but I couldn’t help overhearing your conversation, what was that all about?”

Janie looked up, startled to see her CEO standing in the doorway. “It was Dan Edwards from over at the Radner site. He is insisting that we have our trucks over there tomorrow. I’ve explained to him a dozen times that we can’t get started without the proper paperwork!” Chris could hear the frustration in her voice.

“Well, what’s missing?” He asked.

“It’s the same thing with ...

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