image

CHAPTER 6

Conformity Is Contagious

Creating a Company Culture That Encourages Outstanding Customer Service

I go to In-N-Out Burger a lot. The law of averages suggests I should have had a bad experience at least once by now. Some visits have been better than others, but I’ve never had a bad experience. Not one.

I’m not alone in my admiration of In-N-Out. It’s consistently ranked among the top fast-food chains in customer satisfaction.1 The chain has locations in only a handful of states, but people all over the country and even outside the United States have become fans, with some devoted followers even planning a business trip or vacation itinerary ...

Get Service Failure now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.