Customer service, customer-focus, responsive, attentive, are words many of us use to describe our organization. They sound nice but….do those words drive behaviour or just describe something we hope for? How do we make them live? Here’s an example: why not reframe and old saying?


What if you shift your perspective from ‘Go the extra mile’ to ‘Go the extra smile’? Does that notion drive behaviour? Does it increase results?

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