Excellent companies have integrity. Integrity comes down from the top. The leader has to have it and expect it from everyone on the team. An individual who is known to possess integrity is said to carry weight with people in general; thus the pound sign is regarded as a symbol for integrity and honesty. People with integrity can be trusted.

You can’t just go through the motions. That isn’t integrity. A concern about customers can’t be satisfied with self-serving surveys or frequent flyer programs. Common Courtesy, treating customers as The Force, caring has to be real, deep-seated, and sincere. People resent a lack of integrity. They know when you are just going through the motions.

Every person at a cash register will ask you, “Did you find everything you wanted?” Very few really care about your answer. Almost none of them will take action in response to a negative answer. The most common answer by the cashier is “After you have checked out, you can go to our customer service desk to tell them.” In short, they have been trained to go through the motions. They have not been freed and authorized to solve your problem as a customer.

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A beautiful Nashville lawyer, an inheritance at risk, a devastating storm and wine to kill for—The Claret Murders, a new Mark Rollins adventure.