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 the O’Reilly learning platform.

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