Exceptional Service, Exceptional Profit  ## Metadata - Author: [[Leonardo INGHILLERI, Micah SOLOMON, and Horst Schulze]] | [[3. Resources/Authors/Leonardo INGHILLERI, Micah SOLOMON, and Horst Schulze|Leonardo INGHILLERI, Micah SOLOMON, and Horst Schulze]] - Full Title: Exceptional Service, Exceptional Profit - Category: #books - Kindle: [Open in Kindle](https://www.amazon.com/dp/B007BOBQ8S) - Document Tags: [[Leadership]] ## Document Notes ## Highlights - The magic happens when you, your systems, and the employees throughout the ranks of your business anticipate the needs of your customers, learning to recognize and respond to the needs of your customers before they are expressed—sometimes before your customers even realize they have a need. ([Location 220](https://readwise.io/to_kindle?action=open&asin=B007BOBQ8S&location=220)) - A merely satisfied customer is still a free agent, exploring the marketplace. ([Location 249](https://readwise.io/to_kindle?action=open&asin=B007BOBQ8S&location=249)) - expected to function perfectly within foreseeable boundaries. ([Location 256](https://readwise.io/to_kindle?action=open&asin=B007BOBQ8S&location=256))