Ever read his books, Up your service series? Very good book. Talks about ways to improve services. No matter what the business is. As long as it involve 'service', he written ways to improve it. Here is an example of what he has written.
http://www.upyourservice.com/library/CustomerServiceTrainingArticle0103.html
20 Words to Build a Better Future
If you want to increase sales, enhance customer service or consistently improve performance, ask your customers this question (20 words):
‘Is there anything we could do differently the next time that would make it better or more valuable for you?’
This simple question tells customers you are looking to the future, seeking to improve, and grateful for their feedback.
If you want to work more productively between departments, or more effectively with the members of your team, memorize and utilize this question (20 words):
‘Is there anything we could do differently the next time that would make it better or more valuable for you?’
Colleagues will understand you are receptive, not defensive. You welcome new possibilities, approaches and ideas.
If you want a better home or family life, sincerely ask your loved ones this very simple question (20 words):
‘Is there anything I could do differently the next time that would make it better or more valuable for you?’ (I changed one word in the sentence. Find it?)
Key Learning Point
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When you close a sale, finish a job or complete a project, don't just wait around for `the next time'. Initiate the conversation for improvement. Your discussion will lead to better relationships, understanding and results.
Action Steps
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Repeat this sentence until you can do it from memory, then use it consistently with your customers, colleagues and partners (20 words):
`Is there anything we could do differently the next time that would make it better or more valuable for you?'
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