FOREWORD BY HORST SCHULZE · Co-Founder, The Ritz-Carlton Hotel Company
100%
CUSTOMER
DELIGHT
Creating Operations Excellence That Delivers
Promised Results Every Time
About the Book
Customers are disappointed because your company has not consistently met its promises. Employees also seem to be failing to do their jobs properly on a regular basis, and turnover remains too high. Managers and leaders spend over 33% of their time on issues that should never have occurred, causing unnecessary stress and hassle and taking time away from developing team members.
100% Customer Delight explains what causes these issues and offers a proven method to fix them. This book exposes the hard truth: the best organizations don't rely on heroic individual effort; they build systems and a culture that make excellence automatic. Aimed at operations leaders, customer experience managers, and service executives at all levels, this book maps out the proven path to consistently delivering promised results. It ensures that all three stakeholders benefit: customers, employees, and the company.
Drawing on more than 15,000 leaders trained and seven organizations guided to eight Malcolm Baldrige National Quality Awards, David McClaskey shares the McClaskey® Triple 100® Path to Excellence. You will learn how extraordinary leaders think differently from ordinary ones, how to design processes that eliminate errors before they reach a customer, and how to build a culture where excellence is the standard—not the exception.
Whether you lead a restaurant, retail chain, healthcare facility, or any service-driven organization, 100% Customer Delight gives you the practical, battle-tested tools to stop apologizing and start systematically delighting every customer, every time. Build the processes. Build the culture. Build the results.
What Industry Leaders Are Saying
The book you hold in your hands contains the same clear, practical wisdom that helped me transform The Ritz-Carlton into the finest hotel company in the world. This book will give people the means of running their organizations better. David has a rare ability to take complex ideas and simplify them without losing their power. He will show you how to move from hoping for excellence to systematically creating it.— Horst Schulze
Co-founder, Former President & COO
The Ritz-Carlton Hotel Company
David has written a how-to guide for creating a culture committed to, focused on, and achieving operational excellence in a sustainable way that creates meaningful benefits for all stakeholders. His book is an outstanding tool that everyone aligned with and on the journey towards operational excellence should have and reference often.— Thom Crosby
CEO, Pal’s Sudden Service
About the Author
