Great customer service comes from the heart. I think throughout my interactions with all sorts of services industries I've come to learn that although great service can be taught...it's best when it comes naturally, when it comes, not from the head (something you know you should do) but from the heart (something you are compelled to do).
The lesson from Johnny is that anyone in your organization can make a difference if they want to...if they have the heart to do it.
Great video, Michael. It shows the power of not only how one small idea can transform customers, but other employees as well. Bravo!
Posted by: MicheleMiller | May 28, 2009 at 12:00 PM