Too many organizations mistakenly focus on the occasionally amazing instead of the consistently good. Subsequently, reputations suffer, customers are less loyal, and employees are less capable of delivering on what’s promised. Is that to say that exceptional shouldn’t be a goal? Of course not. It’s just hard to run before you can walk, and most places occasionally stumble or have difficulty putting one foot in front of the other. Repeatable and reliable good service, both internally and externally, pays off more often than not for most organizations.
- Publication date: October 2024
- Author: Kate Zabriskie