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The Service Pro: Creating Better, Faster, and Different Customer Experiences by Josh Stroup, Rick Tate

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Chapter 6

Remarkable Recovery

“A live customer on the line.Wow!” What an opportunity! What an opportunity toturn him, and make him into a lifelongfriend. It’s the ones who don’t callthat worry me.”

– Don Estridge, former President of IBM, Entry Systems Division

Service work is different from production work in which you can eliminate the errors by controlling the variables. The customer never sees your production errors, because products are produced in the customer’s absence. When the focus was only on products, a business could be run in the absence of the customer. How we sold things was our primary concern, but today, how the customer buys things is the primary concern!

The Pro has a keen understanding of the nature of service work. In service ...

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