Just a Suggestion from a student of Raving Fans.Step 1 DECIDE. Get together with your staff. Brain storm. If you already haven't, first define your customer. If you already have...do it again and see if anything has changed. Now... with that customer in mind - CREATE A VISION OF WHAT THE PERFECT EXPERIENCE IS - FOR THAT CUSTOMER. You are the source. It's what you want as perfection that comes first. How many times and in what ways does your company TOUCH the customer? You decide what perfection is for each of those TOUCH POINTS. It doesn't mean you have to be perfect. Just imagine the perfect experience centered on the customer.Step 2 DISCOVER what the customer's perceptions of your company is. How do they perceive each and every TOUCH POINT? Ask them, talk with them, and... LISTEN TO THEM.Step 3 DELIVER+1. Find the weak points...improve them. Write procedures so that each and every TOUCH POINT becomes PREDICTABLE and CONSISTANT. The perfect experience! Like the McDonalds french fry. You buy it, not because it's the best, but because you know what it is. You've experienced the consistency. Now, once the procedures are written manage the process not the employees. Be sure the process is accurate if not update it, refine it, and keep testing it.+1 means deliver your service predictably, consistantly, each and every time again and again. Then, just go 1% further. That 1% here and another 1% there over time adds up to a lot of percent (%). Plus, it doesn't create unreasonable demands on the system or your employees. Asking for 110% sounds great but may be unreasonable and if those goals are not met your staff may become disappointed, disengaged, and 'done-in'.So.. DECIDE, DISCOVER, DELIVER PLUS 1 Try it. It works. If you require further information on this procedure read Ken Blanchards, "RAVING FANS".