Can exceptional service come back and haunt you later?
Several years ago, I suffered a plague of my own creation. We had pampered the employee base with such great service, they had taken our exceptional service level as the new base, or minimum, level of support. Employee “requests” became “demands” and my staff was being pushed around. What started out as a grand plan had became a support nightmare. I wanted to build the best IT support group the world had ever known; one they would write songs about. We implemented many changes…
