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 ...
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