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« Video Summaries of Candidate Interviews Leads To Greater Success | Main | In Interviews, Words Have Consequences »

December 19, 2011


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Kristi Peterson

John, you are absolutely correct. Exceptional service is sustainable when 1) it is in the DNA of the leadership/culture, 2) the experience (and as you appropriately quantify, the thousands of moments of truth) is exquisitely managed, 3) cost and customer consequences are simultaneous considerations, and 4) employees are trusted to use their judgment rather than to simply follow rigid policies. I have to add a small edit. Just as a dirty airplane calls into question that adequacy of engine maintenance, a dirty, smelly bathroom - no matter where it is located in a hospital - infers infection control/quality compromise. You've weathered another week of travel assaults and produced important insights. Thanks for sharing.

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