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by David McClaskey (Author)
Tired of apologizing to your customers and correcting your employees? Discover a proven path to delighting customers - EVERY TIME, that also sets your employees up for 100% success.
In 100% Customer Delight, David McClaskey-one of America's most accomplished operations excellence leaders-reveals the proven path any service organization can follow to deliver its products and services 100% right, 100% of the time, under 100% of conditions.
Drawing on fifty years of experience and landmark work with Baldrige Award-winning organizations such as The Ritz-Carlton Hotel Company, McClaskey presents a clear, actionable roadmap for shifting from ordinary performance to extraordinary results. Perfect for leaders of restaurants, hotels, convenience stores, utilities, retail, local governments, and any business that relies on frontline teams, this book stands alongside classics like The Effortless Experience, Atomic Habits, and The Toyota Way as an essential guide to consistent excellence.
You'll learn how to:
- Implement the McClaskey(R) Triple 100(R) Path to Excellence that takes your organization from ordinary to extraordinary operations that delight customers - every time
- Create processes that remove ambiguity and deliver 100% to brand requirements
- Build accountability and clarity into every role and process
- Set employees up for 100% success, which results in pride, ownership, and less turnover
- Lead with purpose, standards, and respect
- Achieve sustainable, repeatable, scalable, and measurable results
With real-world examples and step-by-step methods used by top-performing organizations, 100% Customer Delight shows leaders exactly how to deliver the experience they promise-every customer, every shift, every day.
