Chapter Six

Getting Bigger

You’ve mastered the service excellence equation. You’ve made the hard trade-offs, and your well-behaved customers are happy. You’ve built a good team to deliver great value, within a culture that fuels your service advantage. At this point, most organizations start to get restless. They want to grow.

One reason is to keep it interesting. Shareholder pressure is another, perhaps the most urgent, but there is also the simple desire to create opportunity for your people. This aspiration surfaces regularly among managers of successful service companies. The people who helped you build your company are craving challenge and a sense of achievement, and growth can reliably deliver both.

Generally speaking, a company can grow ...

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