The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service

Zero Tolerance for Indifference

Could it be that the companies that don’t own their customers focus on zero defects? I was beginning to think so. They tend to focus so much on avoiding problems that they forget, or overlook, the value to their customers in dealing with problems with courtesy and kindness, and elimination of indifference.

I was learning that companies that own their customers focus on zero indifference. They tend to focus so much on eliminating indifference that they find their quest for zero defects to be much easier. Their mission is to serve, not to avoid problems. They realize that service is about eliminating indifference, not problems.

I began wondering how much tolerance companies that focus on zero indifference have for ...