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#303: How to Do Crazy Good Turns -- Frank Blake

The Tim Ferriss Show

CHAPTER

The Invert Pyramid of Customer Service

Everything you do is in support of your front line associates andd your customers. You can't expect an associate to care about paying attention to the customer if the company isn't caring about the associate. Even when things were really tough, we were giving our hourly associates pay raises and bonuses. We instituted a very strong success sharing programme. If your store does well, the associates get an extra bonus. And now those stock rants, those are worth a lot of money.

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