“ C u s t o m e r   E x h i l a r a t i o n  ”

“Having (performers) as teammates and leaders within your organization will distinguish it as a truly extraordinary company.  All organizations have access to the same information, consultants, training, compensation systems, perks, and benefits.  So why do some soar while others flop?  The difference is not in the things - processes, functions and structures - but in the people.  Uninspired people rarely do inspired work.
 
Passionate people in an organization are different.  They do ordinary things extraordinarily well.  Even if some of their ideas are average, they still are useful.
 
Customers don't have relationships with organizations; they form relationships with individuals.  Passionate employees, whether they are salespeople, technicians or service reps, constantly show their commitment to customers.  They do this by demonstrating their passion about what they do.  As a result, (performers) accomplish more than their blasé colleagues and are better able to meet the challenges of limited resources.
 
Not surprisingly, (performers) are also generally happier because people doing good work feel good, and people doing exceptional work feel, well, exceptional.  Accomplishment contributes greatly to satisfaction.”

The Fred Factor, by Mark Sanborn