1. Be highly aware of good and bad service wherever you are
  2. Learn everything there is to know about your customers
  3. Design products, systems and processes from the customers’ point of view.
  4. Record and share information, transactions and trends
  5. Bring these things together to create customer intimacy
  6. Develop a positive team spirit that cares about success
  7. Insist on zero tolerance to poor service. Recognise and reward those who go the extra mile.
  8. Find ways to put Wow into your service
  9. Embrace feedback – complaints are opportunities
  10. Make service everyone’s job whatever their role.
  • And remember to invest in your own training and personal development programme.