People and Companies Who ‘Get It’

Customer-service excellence—if the company doesn’t get it, the customers won’t get it, either. —John Britt

Excellence is a journey, not a destination. The authors have had personal experience with the following people and companies, who, in our opinion, get it. While all of them have attained excellence, and the five traits are present, we chose to highlight just a few for the sake of efficiency.

We trust the following examples will inspire you to give and be your best.

Jack, the Coffee Tastes Better When You Make It!

Jack was in a local delicatessen in Philadelphia on a chilly fall day having brunch with Sarah, his wife of sixty-three years. As they were enjoying each other’s company, Jack noticed a young man ...

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