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Acknowledgement

First and foremost I would like to thank my wife, Pat. She has tolerated my obsession with customer service for more than 30 years. For my children, Christina, a missionary in China, and Matthew, an entrepreneur in Colorado, my passion has been a mixed blessing. I’m proud to say that the upside is that they have learned to demand great service.

Sam Naheim and David Hahn were instrumental with their input in this book. Lauri Flaquer pushed me to make the book stronger and encouraged me to add more stories that demonstrate the power of empowerment.

Hannah Dorland and Jacob Yanish supported me through this process and offered valuable insights. My staff at Service Quality Institute help me on a daily basis in ways too numerous to mention. I appreciate your loyalty.

Finally, I would like to thank my grandson, William. You have given me reason to continue my commitment to customer service. I hope my efforts will culminate in universal empowerment and that you will be one of millions of overhappy customers.