CONTENTS
PRINCIPLE 1 Serve a Perfect Fit
2. IT ALL COMES BACK TO CULTURE
PRINCIPLE 2 Make It Effortlessly Swift
4. LESS EFFORT, MORE CUSTOMERS
5. THE TICKET TO THE BIG SERVICE DANCE: VELOCITY, KNOWLEDGE, RECOVERY, AND SURPRISE
PRINCIPLE 3 Step into the Personal
6. MORE THAN A WALLET WITH LEGS
CONCLUSION: ENDINGS, BEGINNINGS, AND YOU
APPENDIX A: SHARING GREAT CALLS
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