I have had the privilege of working with many companies who are known for service excellence – the award-winning Caterpillar dealer, who makes his people role play during down time and uses a state of the art service measurement tool that measures every single aspect of service excellence – including the level of service executives and managers provide to employees, the top producing wealth management firm in Texas that gives clients the impression they are walking into the lobby of the Ritz-Carlton when entering the company’s elegant office and are greeted by the company’s “Director of First Impressions;” American Honda, whose employees rave about how well they are treated by their company; the Harley-Davidson dealer that holds short meetings every Friday morning before opening time to “talk-up” customer service and get people pumped up for sales … and so many more. These already outstanding organizations ask me to work with them because continuous improvement is one of their company’s core values. [Read more…]