Design for Serviceability
Bill McBeath - November 2, 2004

A Passion to Serve

As products commoditize, the battleground shifts to service excellence. Delivering exceptional service requires a real passion infused throughout the organization--a real desire to serve and make life easier for customers. It starts with how personnel are trained, not just in the service organization but across the company. But then it must be reinforced in every speech, every policy, and every gesture until it becomes part of the heart and soul of the company...