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

Beware Complacency and Arrogance

I want to point out that success via values and focus on service should be a never-ending quest. The “best” do not cease in their efforts. They constantly grow through their relentless focus on those values that made them successful. They remember who they are and how they got there, never falling prey to arrogance or complacency. While there are stories of short-term success as a result of radical customer service changes, the true leaders continue their success in a manner consistent with their values. When the focus is constantly on values, employees, and customers, success is virtually guaranteed. We’ll see later why the Laws of the Universe promise that.

There are three equations I often use in regard to ...