New Shipment of Dan’s Book Has Just Arrived! Keep the conversation going about mental health and addictions. Order Dan's book today! It's a thoughtful gift for anyone suffering with mental health...

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Day of Hope and Leadership Save the date: October 3, 2017 This year's Day of Hope and Leadership was another success. Sold out with over 250 guests in attendance who were inspired by the theme "What Is Your Next...

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Body Plus Nutritional Products Team at the Briars Dan was very happy to be tonight's keynote speaker for the Body Plus Nutrition Products team. His message that "Ones Add Up" was delivered to an engaging...

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Dan Carter Talks About Leadership on SiriusXM Radio   Check out Dan on  SiriusXM Radio - Dan Carter talking about leadership on the show "What She Said" with Kate Wheeler and Christine...

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Week 28 Pull Up - Pull Out - Pull Down "Average is over" - either we understand that we become a lifelong learner or we can no longer be competitive or exist. The...

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Week 27 The Web and Your Company According to StatCounter, Dublin - 20% of web browsing is now conducted on mobile devices; compare that to 2009 when mobile...

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Week 2

Posted by Dan Carter | Posted in One Idea a Day | Posted on 09-12-2013

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For every 1 percent improvement in the service climate, there is a 2 percent increase in revenue – Primal Leadership by Daniel Goleman

I just love this statement by Southwest Airlines , “we like to think of ourselves as a customer service company that happens to fly airplanes”. As a matter of fact, in a news story that appeared in Reuters June 22 2011 – Southwest was tops in customer service again beating rivals like Continental, American, United and US Airways by scoring an ACSI score of 81 (ACSI is a passenger satisfaction index which is compiled by the University of Michigan’s Ross School of Business.) Fortune magazine calls Southwest the most successful Airline in history as they have had 31 consecutive years of profitability.

So what does this mean and how can you improve service in your business? What steps did you take to improve service within your own organization?

What examples do you have that support the statement that an improvement in service adds revenue?  What have you experienced in your personal life when it comes to exceptional service? Does a good service experience add to your overall opinion of a company?


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