CONTENTS
INTRODUCTION Setting Free the CEO (Why a Business is Like a Bowline Knot)
CHAPTER 1 Chart Your Rhumb Line (Plotting a Three-Dimensional Vision)
CHAPTER 3 Smart Sourcing: Hire the Best—Outsource the Rest
The Hidden Costs of Full-Time Staff
Insource Customer Relationships
Managing the Experts for Accountable Results
CHAPTER 4 Give Your Crew Preflight Checklists
CHAPTER 5 How to Build a Service Brand (It's Not About You)
Anticipating and Closing the Customer's Loops
CHAPTER 6 Break the Service Ceiling with Systematic Customization
Applying the Vitals Worksheet to Your Business
Customization is Sweeping Key Industries
CHAPTER 7 Keeping a Loyal Crew
The Virtues of the TLO Mindset
Viewing Employees as Assets Like Clients, Not Liabilities
Fixing the Process Before You Blame the People
Linking Compensation to the Appropriate Performance
Participation, Training, and Transparency
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