Customer service isn't a strategy. It's a table stake. Few things will undermine a strategic plan faster or more completely than failing customer service. In this episode Joey talks about the fundamentals of customer service and why you have to get it right before you start planning.
Links to things mentioned in the show
Ryanair
[(Southwehttp://en.wikipedia.org/wiki/Southwest_Airlines)
Southwest
McCafe
Wow Your Customers the Ritz-Carlton Way
Growing or Dying
Integrity, Being Your Word
Four stages of competence
Handwritten notes
More than you ever wanted to know about preparing for the appointment
Episode 3 on Time and Task Management