May 2012
75 posts
“I was born in an extraordinary place, where the stars and stripes and the eagle...”
– May god bless our country and all that defend her!
“But I do everything I’m supposed to do.”
“Most employees consistently execute mandatory job functions (that are expected by customers; that they are supposed to do) but inconsistently demonstrate voluntary job essence (that is unexpected by customers; that employees choose to do). This explains why you and I seldom receive exceptional customer service: Because it’s voluntary. Employees don’t have to deliver it. And most don’t.
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