adapting ideas, 86–91
airlines
Eastern, 96
JetBlue, 102
Southwest, 16–17, 93, 102, 151
Allied Bank, 103
Amazon.com, 149
Anderson, Wyatt, 99
ARE (appreciation, recognition, and encouragement), 66–67
associates, 95 See also employees
attention to detail, 139–40
Austin, Gen. Lloyd, 67
authority, vs. responsibility, 148–51
basics, importance of, 13–18
Berns, Gregory, 174
Boice, Liz, 26
brain science, 173–74
brainstorming, 110
Branson, Richard, 139
Buddha, 78
Buffett, Warren, 92
Burger King, 165–66
Cathy, S. Truett, 92–93
Cetinkaya, Yasar, 163
checklists, 140–43
Cheers (TV show), 121–22
City Loft Hotel, Beaufort, South Carolina, 62–63
Clarke, Richard, 137
cleanliness, 15–16
Coatoam, Brian, 103
Cockerell, Priscilla, 14, 64, 67, 77, 79–80, 88, 97, 101, 106–8, 146, 149, 163, 172, 174
commitment, 41
communication skills, 16–17
competitors
challenging colleagues to compete, 60
marking differences from, 2, 3, 13, 60, 69, 87, 92–94, 112, 126, 137, 176
computer repair, 125–26, 127, 133–34
computer simulation, 55
copycatting, 86–91
copying ideas, 86–91
Covey, Stephen, 84–85
Creating Magic (Cockerell), xi, 102, 182, 183
customer service
apologies, 168–71
availability, 99–100
basic truth of, ix–xi
defined, 3
emotional aspect, 124
Golden Rule, 65
handling complaints, 77–78
as personal responsibility, 1–4
practicing selflessness, 108–10, 174–75
resolving problems, 148–51
role of commitment, 41
top-down approach, 9–12
triple crown, 41
trying too hard, 178–80
customers
angry, 156–58
anticipating needs, 111–13
“bad,” no such thing, 154–55
being ignored, 123–25
keeping promises to, 114–18
leaving lasting impression, 63–65
making feel special, 121–22
needs vs. wants, 129–34
never arguing with, 161–63
treating as VIPs, 61–67
words for speaking of, 96–98
Dare, Bud, 25
Denning, Stephen, xiii
Disney World, 4, 10, 25–26, 42–43, 51, 55, 59–60, 69–70, 71, 102, 150, 161
Eastern Air Lines, 96
ecosystems, 24–27
Edison, Thomas, 34
Einstein, Albert, 74
employees
availability for customer service, 99–104
brainstorming new products and services, 113
colleagues as friendly competitors, 60
hiring, 37–41
interviewing prospects, 37–41
mastering basics, 13–18
scripts for, 42–46
words for speaking of, 95–96
energy, 30–31
expectations, high, 57–60
expertise, 71–72
Facebook, 179
FedEx, 139
flexibility, as personality trait, 166–67
Fombrun, Charles, 144–45
force multipliers, 69
Ford, Henry, 40
Ford Motor Company, 40
Gawande, Atul, 140–41
geeks, 135–38
Green, Judson, 10–11
Hannig, Dieter, 26
Hart, Christopher W. L., 117–18
Hesselbein, France, 95
high expectations, 57–60
Hilton, Conrad, 14
hiring employees, 37–41
Holz, Karl, 26
Hornick, Joe, 103
hospitality, defined, 14
hospitality industry
City Loft Hotel, Beaufort, South Carolina, 62–63
copycatting in, 87–88
Kybele Hotel, Istanbul, 163
Marriott, 10, 28, 79, 152–53, 155–56
on-site practice, 53–54
pillow idea, 88
Six Senses Resort & Spa, Vietnam, 88
Walt Disney World, 4, 10, 25–26, 42–43, 51, 55, 59–60, 69–70, 71, 102, 131–32, 150, 161
hospitals, 14–15
hotel industry. See hospitality industry
Hundley, Roderick, 107
Hungerford, Steve, 115
hygiene, 15–16
IBM, 86
ideas, harvesting, 89–91
imitation, 90
instant gratification, 126
interviewing prospective employees, 37–41
JetBlue, 102
John, Elton, 171
Johnson, Lela, 64
knowledge, 48–52
Kybele Hotel, Istanbul, 163
language. See wordsmiths
Le Coq au Vin restaurant, 119–20
leadership, xi, 11–12, 20, 27, 59–60, 80, 102
Levitt, Mara, 103
Lincoln, Abraham, 23
listening, 79–85
mailing address, 104
Marriott, Alice, 28
Marriott, J. W., 28
Marriott Hotels, 10, 28, 79, 152–53, 155–56
Merrill Lynch, 103
Mollie Stone’s Markets, 93–94
Motivation-Based
Interviewing (MBI) method, 38
needs, vs. wants, 129–34
neuroscience, 173–74
“no,” 159–63
Norsworthy, Alice, 26
organizations, as ecosystems, 24–27
Paige, Satchel, 176
Paisley, Brad, 63
Pak, Angela, 120–21
passion, 40
Pearle Vision, 115–16
personal appearance, 28–30
personal hygiene, 15–16
pillows, 88
“plussing it up,” 69–73
pollination, 69–73
positive feedback, 54
postal mail, 104
practice. See rehearsals
problem solving, 55
professionalism, 32–36
promises, keeping to customers, 114–18
Publix supermarket, 114–15, 117, 172
Quinn, Carol, 38
RadioShack, 174
readiness, 56
Reagan, Nancy, 160
Reed, Larry, 103
rehearsals, 53–56
reliability, 144–47
reputation, 144–47
responsibility, vs. authority, 148–51
Robinson, Don, 26
roleplaying, 54–55
Schultz, Howard, 90–91
scripts, 42–46
service, vs. services, 106 See also customer service
service work, 108
Six Senses Resort & Spa, Vietnam, 88
Smith, Carney & Co., 103
Southwest Airlines, 16–17, 93, 102, 151
Starbucks, 91
Stihl (power tool manufacturer), 57–58
subordinates, 95
SunTrust Bank, 64
thoughtfulness, 17–18
Toyota, 146
training and development, 47–52
truth, 74–78
Vahle, Jeff, 25
VIP (very individual person), 61–62
Virgin Group, 139
Waldron, Ken, 58
Wallace, Erin, 26
Walmart, 130
Walt Disney World, 4, 10, 25–26, 42–43, 51, 55, 59–60, 69–70, 71, 102, 131–32, 150, 161
Wilde, Oscar, 75
WIN (what’s important now), 123–25
Wooden, John, 166–67
wordsmiths, 95–98
Zappos, 175
zero tolerance, 164