JohnGSelf + Partners, Inc.

When we make something we should make it the best it can be. It is not good enough for it to work reliably in normal use periods, it also has to be something that works reliably even when everything that could go wrong does goes wrong. This is especially the case in our emerging mobile […] Read more»

The key to executing on a pledge of service excellence is that moment of truth when an employee comes into contact with a customer. In the service industry, including hospitals, hotels, airlines and, believe it or not, car dealerships,  each day contains hundreds to hundreds of thousands moments of truth. It is  daunting  to realize […] Read more»

In Why Hospitals Should Fly: The Ultimate Flight Plan to Patient Safety and Quality Care published in 2008, author John Nance makes a case that hospitals would do well to incorporate aviation’s best practices into their daily operations. Clearly he was talking about safety, not customer service. Today, airlines continue to offer travelers a safe […] Read more»