Preface and Acknowledgments
Chapter 1. In Search of Excellence?
Excellence-Today More Than Ever
Chapter 2. The Excellence Myth
The Culture of Dilbertism
The Excellence Aptitude Test
Chapter 3. Why We Fail to Delight Our Customers (While We Think We Do)
Chapter 4. Excellence-Defining, Believing, Living
Excellence vs. Consistency
The Art of the Human Touch
Chapter 5. The Daily Choice You Make-Delivering Excellence One Decision at a Time
Does It Have to Be Every Day?
Twenty Years to Overnight Success
Excellence Starts with You
Chapter 6. Creating Organizational Excellence
Millions of Daily Choices Every Day
"You Must Smile Sincerely at All Times"
The Entrepreneurial Manager
Excellence and the Art of Persuasion
Chapter 7. Leading Your People to Excellence
Live in the Customer's Shoes
Empowered to Make the Right Decision?
Would You Go All the Way?
I Will Take the Cynic Over Any Other Employee
Chapter 8. Making Excellence Personal
When I Grow Up I Want to Be
Mechanical Performance vs. Impact Performance
"How Would I Want to Be Treated If I Were on the Receiving End?"
Inertia-Falling into a Performance Coma
Be Proud of Your Masterpiece
Chapter 9. Excellence Daily Choice-Personal Leadership
Performance at the Moment of Truth
In Search of the Right Customer
To Tie or Not to Tie: That Is Not the Question
Chapter 10. Excellence Daily Choice-Taking Ownership
Chocolate Chips to the Rescue!
In Sickness and in Health
Chapter 11. Excellence Daily Choice-Creative Ways to Delight
The Extra That Makes the Difference
Delighting Customers One Clip at a Time
The Old Is Dead-Long Live the Change
Creating Customer Compliments in Five Minutes
Chapter 12. Excellence Daily Choice-Wow!
All You Need Is Love ... in 11 Languages
Excelling at the Smallest Details
The Sweet Taste of Everything
A Courier for a Day or Redefining On-Time
A Beary Passionate Place to Be
Chapter 13. Excellence Daily Choice in Difficult Times
Redefining "Getting It Done"
With Patience and Perseverance
Everyone Listens to Customers
Chainsaw and the Art of Amazing Customer Experiences
Wrenching Customers Away from the Competition
Team Excellence or the Gifts Keep on Coming
Chapter 14. Just Imagine ... Then Make It Happen
Are You Ready to Deliver Excellence?
Lifelong Pursuit of Excellence
The More You Give, the More You Have
Afterword: Moving Forward
