Companies are losing 62 billion dollars annually to bad customers service.
Investing in strategies that will inspire employees to go the extra mile is a good and essential business decision.
Who Knew DMV Could Get It Right
I once heard Ken Blanchard share a story that illustrates how even the most unlikely organizations can inspire their employees to go the extra mile to delight their customers.
After years of avoiding the California Department of Motor Vehicles (DMV) office, Blanchard decided the time had come for him to renew his license. “Block my calendar for three hours,” he told his secretary. “That’s how long it takes to get anything done at the DMV.”
But from the moment he stepped into the building, he knew something was radically different.