Jeff Toister > Quotes

“I can teach anybody [the computer operating system] Linux,” said La Gesse. “I can’t teach them to actually care.” Rackspace specifically looks for people like this, who fit the company’s customer-focused culture. Here’s a passage from its Fanatical Support Promise: We cannot promise that hardware won’t break, that software won’t fail, or that we will always be perfect. What we can promise is that if something goes wrong, we will rise to the occasion, take action, and help resolve the issue.”
― Jeff Toister, The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service

“Trusting employees to do the right thing is another essential element of empowerment.”
― Jeff Toister, The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service