In The Simple Truths of Service, Ken Blanchard and Barbara Glanz tell the inspirational story of Johnny, a 19-year-old bagger with Down syndrome. Johnny decided to personalize his service to his customers by dropping a thought for the day in each bag. Customers loved it and the spirit of service that Johnny started transformed the store. The Simple Truths of Service describes ten things that you can do to create a great service culture, including using outside-the-box thinking, starting with a clear vision that everyone catches and going the extra mile. Great customer service brings customers back, but the final Simple Truth of Service is this: Great service comes from the heart.

More Videos