The Chronicle gave Maxine something more. Everyone here worked to help her keep the column going. They get volunteers, says Leonard L. Berry. His brand of volunteerism is the extra effort employees give to customers. Employees' volunteered effort contributes directly to quality service.
Customers notice a can-do attitude when they experience it.
And a can't do attitude. If you need proof of what employee attitude can do for a business, Berry says, take a look at Continental Airlines today and a decade ago. Today Continental is noted for its dedication to service. It has made a huge difference in the airline's profitability. Better service attracts the business traveler who pays a higher fare for a seat.