“People may not remember exactly what you did or what you said, but they will always remember how you made them feel.” - unknown

Companies like Zappos don’t get 100 million purchasing customers to continually return and consistently increase their average order size because they hired the hottest, most seasoned marketing firm.

It’s the passion and commitment of their hand-selected customer service department that makes all the difference.

The same principles apply outside the retail environment. Take my family’s recent visit to Children’s Mercy Hospital for example.  The facility itself – while amazing -  isn’t what’s responsible for the 3 days of stellar service and amazing level of comfort my wife and I felt during a recent stay with our son.

It’s the carefully selected group of nursing staff that make the stay as comfortable for the patient as the parents.

Excellent service and commitment are not commodities and should not be treated as such.  But that doesn’t necessarily mean a large investment of money.  It just takes a genuine investment in finding the right people and a committed investment to supporting and trusting those people.