Page 102 - Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Building Anticipation Into Your Products and Services 83

The balance of the transition from habitual to loyal depends on
people skills: on employees who are hired, trained, and inspired to excel
at anticipatory service. (To give just one example, the attendant would
need the finesse to know not to engage Leonardo this actively if Leo-
nardo had shown signs of restlessness or wanting to be left alone.) Find-
ing, training, and inspiring such people is a central issue, with rewarding
solutions, and we’re about to get into it elbow-deep.

Take a breath. We’re ready when you are.