Excellence Every Day: Make the Daily Choice-Inspire Your Employees and Amaze Your Customers
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Addressing all levels of the corporate ladder, from customer service to the CEO, this business-savvy handbook explores "The Excellence Myth," revealing a new philosophy of excellence to help individuals and organizations reach their performance potential. Including both personal anecdotes as well as the results of a 23,000-participant study, the book details the keys to expanding leadership skills, improving employee satisfaction and job performance, and securing customer loyalty. The guide also explains how making "The Daily Choice" will empower employees to reach new heights of excellence, creating delightful customer experiences and achieving results from the bottom up.
Preface and Acknowledgments xiIn Search of Excellence? 1Excellence-Today More Than Ever 3Excellence or Nothing 7The Excellence Myth 9Admiring the Legends 9The Culture of Dilbertism 12The Theory of Excellence 17Now What? 19Excellence Every Day? 20The Excellence Aptitude Test 22Why We Fail to Delight Our Customers (While We Think We Do) 25The Gaps Tell the Story 27"I Wish I Could Do More" 31Excellence-Defining, Believing, Living 33Excellence vs. Consistency 35Anticipating Needs 37Response-Ability 39The Art of the Human Touch 41Early in the Morning 43Sincerely Yours 44The Daily Choice You Make-Delivering Excellence One Decision at a Time 47Choices or Chores? 50Does It Have to Be Every Day? 51Twenty Years to Overnight Success 52Excellence Starts with You 53The Puzzling Paper Clips 56Creating OrganizationalExcellence 61Millions of Daily Choices Every Day 61"You Must Smile Sincerely at All Times" 64The New "E" 67Generation Why? 69Upside-Down Management 71The Entrepreneurial Manager 73"We Just Do" 77Fly the Server 78Excellence and the Art of Persuasion 80Leading Your People to Excellence 83Serving Your Employees 83Summer Santa 87Live in the Customer's Shoes 89Empowered to Make the Right Decision? 91Permission to Fail 94Mistake of the Month 95Recognizing Excellence 96Would You Go All the Way? 98I Will Take the Cynic Over Any Other Employee 100Tell Me a Story 103Celebrating the Heroes 104Excellence Enablement 106Making Excellence Personal 109When I Grow Up I Want to Be 109Mechanical Performance vs. Impact Performance 113"How Would I Want to Be Treated If I Were on the Receiving End?" 116Inertia-Falling into a Performance Coma 117Make It Personal 120Hey, You! Yes, You! 122Be Proud of Your Masterpiece 123It Is All Around Us 125Excellence Daily Choice-Personal Leadership 129Performance at the Moment of Truth 129In Search of the Right Customer 136To Tie or Not to Tie: That Is Not the Question 139Excellence Daily Choice-Taking Ownership 143Waiting at the Altar 143Chocolate Chips to the Rescue! 145Never Give Up 147In Sickness and in Health 150Excellence Daily Choice-Creative Ways to Delight 153The Extra That Makes the Difference 153Delighting Customers One Clip at a Time 157The Old Is Dead-Long Live the Change 160Creating Customer Compliments in Five Minutes 170Excellence Daily Choice-Wow! 173All You Need Is Love ... in 11 Languages 173Excelling at the Smallest Details 175The Sweet Taste of Everything 178A Courier for a Day or Redefining On-Time 178Who Is Dr. WOW? 180A Beary Passionate Place to Be 182Excellence Daily Choice in Difficult Times 187Redefining "Getting It Done" 187With Patience and Perseverance 189Everyone Listens to Customers 190Chainsaw and the Art of Amazing Customer Experiences 192Wrenching Customers Away from the Competition 196Team Excellence or the Gifts Keep on Coming 198Just Imagine ... Then Make It Happen 201Are You Ready to Deliver Excellence? 204Lifelong Pursuit of Excellence 206Only 15 Minutes of Fame? 207It's Showtime 208Be Originally You 210The More You Give, the More You Have 211I Think I Can 212Higher and Higher 214Afterword: Moving Forward 217About the Author 219
