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Service Failure by Jeff Toister

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CHAPTER 3

They’re Your Customers, Not Mine

Aligning Employees’ Interests with Those of the Company

The phone message wasn’t good news. The caller was reminding me that my new grill would be delivered that morning. The problem was I’d scheduled an afternoon delivery. My wife had even arranged to leave work early so that she could be home when the grill arrived, but nobody would be there if they came in the morning.

I called back to see if the delivery schedule could be corrected and got an employee named Chris on the phone. I calmly explained that the grill was scheduled to be delivered that afternoon, not that morning.

“Who told you that?”

Ah, ...

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