What IT is
Service excellence, the IT factor, is a positive by-product of a High-Performance Team and a company’s overall culture. The Zappos’ customer service story is famous and bears repeating. “Mrs. Smith” placed a special order for her husband; however, her husband passed before the gift arrived. Mrs. Smith called to cancel but the order had shipped. After finding out why, not only was the shipment stopped, the Zappos’ agent sent flowers to Mr. Smith’s memorial. This behavior doesn’t happen by chance. Service excellence is embedded in the habits of a company from the CEO down. IT is made part of a company’s DNA.