Uncommon Service - Frances Frei and Anne Morris

Introduction: If This Is a Service Economy, Why Am I Still on Hold?

“Here's what we've learned: 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.

Service Excellence = Design x Culture

Uncommon Service - Frances Frei and Anne Morris

Introduction: If This Is a Service Economy, Why Am I Still on Hold?

“Here's what we've learned: 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.

Service Excellence = Design x Culture

At Sewell Automotive, the hundred-year-old network of Texas car dealerships famous for its outstanding service, orientation doesn't start with a tour of the office. It starts with story time. New recruits gather around, and a member of the senior team conjures up strange, but true tales of service excellence, narratives that bring Sewell’s culture to life in vivid detail.