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A introdução fez-me recordar as ideias que explanei nestes dois postais:
"uncommon service is not born from attitude and effort, but from design choices made in the very blueprints of a business model. It's easy to throw service into a mission statement and periodically do whatever it takes to make a customer happy. What's hard is designing a service model that allows average employees - not just the exceptional ones - to produce service excellence as an everyday routine. Outstanding service organizations create offerings, funding strategies, systems, and cultures that set their people up to excel casually."
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A introdução fez-me também sorrir ao recordar a série de postais sobre a batota, a minha linguagem chama-lhe batota, na linguagem técnica chama-lhe "Service Design".
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