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I Love USA (United States Of America)! - Singapore Service Academy

I LOVE USA! :) "Like/Follow" us on Facebook or Twitter to get all the latest posts! To find out how we can assist you to Create Your Organization's World Class Culture Of Service Excellence, go here

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Graciousness Index Falls Eight Points

Can Kindness Rise Above Challenging Times? SINGAPORE, 9 April 2013 – The latest Graciousness Index, an annual study that tracks the perception and experience of kindness and graciousness in Singapore, showed a decline compared to last year, falling eight points to 53. The study, commissioned by the Singapore Kindness Movement, found that respondents felt that they were experiencing significantly fewer acts of kindness and graciousness in Singapore over the past 12 months when compared to the same period the previous year. Across the board, respondents who said that they have been on the receiving end of graciousness fell from 65% in 2012, to 41% this year. They also reported doing fewer acts of graciousness, dropping from 83% to 62%. Perceptions of overall graciousness, however, did not drop as sharply. Although there is a slight dip of 0.4 points to an average of 5.8 this year, many still perceive Singapore as a kind country and would like the society to be a more gracious one. The Graciousness Index Study 2013

Commenting on this, Dr William Wan, General Secretary of the Singapore Kindness Movement, said: “Despite the yearning for a kinder society, we are seeing a decline in the experience of graciousness that appears to be influenced more by our perceptions and sentiments. The last year can be generally perceived as challenging, and the angst could have led us to accrue a deficit of kindness.” There are silver linings, however. The study shows an increase in certain gracious behaviours on public transport, particularly the practice of commuters giving up seats to those in need, and making spaces to accommodate incoming passengers. There is also an increase in showing of appreciation, such as saying “thank you”, and in the returning of favours to those who have rendered help. “There is a clear disconnect between the sort of society we say we want, and the sort of behaviour we collectively engage in,” continued Dr Wan. “This is a wake-up call for everyone who believes in a kind and gracious Singapore. Unless all stakeholders in our society work together to reverse the decline, this mean spiritedness may become rooted in our ‘new normal’. Is that something that we want, or do we still truly desire to live in a gracious society?” Community attitude ratings indicate that there is indeed that desire. Some respondents agreed that not enough was currently being done to improve kindness and feel that the fostering of neighbourliness would be of help in achieving this. 25-year-old Bishan resident, Adrian Phoon, felt “empty” passing other runners in silence or indifference. As such, he created a movement named The Morning Greeters and started greeting fellow runners in his neighbourhood when he runs. The movement’s Facebook and YouTube pages have also garnered a following among other runners, who have taken on the challenge and started doing the same in their neighbourhoods and other running routes. Another such kindness champion is former radio personality, Emily Teng, who founded non-profit organization Blessings in a Bag back in 2007 while she was still as a student. Reaching out both locally and abroad, Blessings in a Bag partners with communities, orphanages, schools, homes and hospitals to provide cheer for medically-ill children. It also undertakes livelihood projects for underprivileged and needy women in neighbouring developing countries. 25-year-old Emily now works on Blessings in a Bag full time, organising and coordinating volunteers, whom she calls World Change Agents, as well as supporters and sponsors. She has also spoken passionately in support of kindness both over radio as well as at a TEDx Singapore talk last December. “These findings and example show that we are innately a constructive and positive people,” concluded Dr Wan. “We must decide to unlock this innate kindness into pro-social behaviours like neighbourliness and consideration for each other. We can then carry on a civil conversation about our concerns, and deal successfully with them. It starts with each one of us deciding to show acts of kindness within our own circle of influence. If more of us do that, more of us will experience the kind and gracious society we desire.” The Graciousness Index has been conducted by the SKM for the past five years. The study polled 1,200 respondents about the experience and perception of kindness and graciousness in the past year, and provides a useful proxy measure of the overall social etiquette and standards in Singapore. For more information, please visit www.kindness.sg. "Like/Follow" us on Facebook or Twitter to get all the latest posts! For original article, go here To find out how we can assist you to Create Your Organization's World Class Culture Of Service Excellence, go here

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I Love Indonesia - Indonesia Service Academy

I LOVE INDONESIA! :) If you are interested to find out more or create the Indonesia Service Academy, contact us now! "Like/Follow" us on Facebook or Twitter to get all the latest posts!

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I Love Malaysia - Malaysia Service Academy

I LOVE MALAYSIA! :) "Like/Follow" us on Facebook or Twitter to get all the latest posts! If you are interested to find out more or create the Malaysia Service Academy, contact us now!

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Why You Need To Measure Your Employees Experience Too!

What has the employee's experience have to do with the customers' experience? "Like/Follow" us on Facebook or Twitter to get all the latest posts! To find out how we can assist you to Create Your Organization's World Class Culture Of Service Excellence, go here

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I Love Singapore - Singapore Service Academy

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Service satisfaction in healthcare sector improves

Sector records the largest improvement, ranks second behind finance and insurance in customer satisfaction index By Kelly Ng - 20 March SINGAPORE — Patients here are feeling more “satisfied” with service in the healthcare sector, with the sector recording the largest improvement in the latest Customer Satisfaction Index of Singapore (CSISG) by the Institute of Service Excellence (ISES), which was released yesterday. The sector saw a significant 4.8-point increase from 2011 to achieve 71.3 points last year, above the overall national score of 69.9 points. It now ranks second among the nine sectors included in the index, behind finance and insurance, a turnaround from 2011 when it had ranked eighth. Commenting on the healthcare sector’s performance, Assistant Professor Marcus Lee, Academic Director at the ISES, said: “Highly satisfied respondents (gave) a variety of reasons for their good ratings, such as doctor empathy, effective management of chronic conditions, short waiting time and even convenient parking.” The ISES, an institute at the Singapore Management University, conducted the survey for the healthcare and finance and insurance sectors from October to December. It received 10,294 responses from households and tourists, and 33 companies were awarded scores. Specialised healthcare — which refers to specialist clinics such as dental and traditional Chinese medicine clinics — and polyclinics, which are run by SingHealth and National Healthcare Group, were the two most improved healthcare sub-sectors. The ISES also noted that satisfaction with doctors, nurses and administration staff helped boost scores. Ms Isabel Yong, SingHealth’s Director of Group Service Quality, said the results affirmed SingHealth’s efforts, which include training staff to be more sensitive to elderly patients, in light of Singapore’s ageing population. Alexandra Hospital was the only restructured hospital that saw a double-digit increase in scores, and emerged tops for the restructured hospitals sub-sector. “We have regular events such as a bi-monthly patient feedback lunch, which is a useful forum (for us) to hear our patients’ voices,” said Mr Foo Hee Jug, Chief Executive Officer of JurongHealth, the new public healthcare cluster managing Alexandra Hospital. Meanwhile, the finance and insurance sector scored 71.7 points last year, up 3.19 points from 2011. Foreign banks outperformed all three local banks, which led the pack in 2011. According to the ISES, loyalty improved “significantly” among customers of foreign banks. Overall, while the national satisfaction index saw a 0.88-point increase last year, five out of nine sectors saw scores fall due to factors ranging from higher COE prices to increase in tourists’ expectations. Nevertheless, ISES Director Caroline Lim said the overall improvement is “very encouraging”. “Going forward, we recognise that Singapore is facing a more challenging economic and operating environment. We are hopeful though, that businesses will accept the new norm of escalating costs and manpower constraints, reinvent and implement innovative models unique to our environment,” she said. "Like/Follow" us on Facebook or Twitter to get all the latest posts! For original article, go here To find out how we can assist you to Create Your Organization's World Class Culture Of Service Excellence, go here

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Zappos.com CEO Tony Hsieh on Company Core Values (Video 4:38 min)

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Core Values of Culture by Tony Hsieh of Zappos (Video 8:11 min)

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There Is No "I" in Team?

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Suhaimi, We Salute You! [Muhammed Suhaimi Bin Rashid, Engineer, SingTel]

Know of someone who exemplifies Service at the highest level and would like to Salute them? i) Take a picture of him/her or them. ii) Email us at Salute [ a t ] SingaporeServiceAcademy.com with their Picture, Full Name, Organization and Designation. iii) Share with us why you are saluting them. iv) Also pass us their and your full contact details. WE’LL DO THE REST Thank you for making a difference by acknowledging those who are being In Service To Humanity! "Like/Follow" us on Facebook or Twitter to get all the latest posts! To find out how we can assist you to Create Your Organization's World Class Culture Of Service Excellence, go here

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More manpower flexibility for services sector

But all companies hiring foreign workers will have to pay higher salaries for full-time Singaporean workers TODAY File Photo SINGAPORE — The services sector will get some much-needed relief from the manpower crunch: Work permit holders in the sector will be allowed job flexibility from July, and more will be considered skilled workers, incurring lower levies for their employers, Acting Manpower Minister Tan Chuan-Jin announced yesterday during his ministry’s Committee of Supply debate. However, a third measure will raise requirements for employers wanting to hire foreign workers. From July, such firms’ Singaporean employees will need to earn at least S$1,000 a month — up from S$850 currently — to be deemed full-time employees. The number of Singaporean workers hired determines the number of foreign workers which companies are allowed to hire, subject to dependency ratio ceilings. This is to ensure Singaporean workers are “employed meaningfully rather than being employed on token salaries just to allow the employer access to foreign workers”, said Mr Tan. It will also have a positive effect on raising wages at the low end, said Senior Parliamentary Secretary (Manpower) Hawazi Daipi. The measures come as Mr Tan sought to provide some clarity to businesses that have been asking when Singapore’s “Great Foreign Workforce Tightening” — in the Acting Minister’s words — would end. Three factors will be monitored as the Government manages the pace of this tightening: The growth rate of the foreign workforce, the productivity growth of the overall economy and sectors lagging behind international standards, and real wage growth of Singaporeans. The Government wants to ensure the proportion of the foreign workforce does not increase “significantly beyond the one-third ratio we adopted in 2010”, said Mr Tan. The number of foreign workers — excluding foreign domestic workers — grew by 67,000 last year. “This is still too large, and we have tightened our policies further to bring it down. We will be watching the numbers closely this year, sector by sector,” he said. "To achieve the aim of growing annual productivity by 2 to 3 per cent on average this decade, Singapore needs to “wean ourselves off this heavy reliance on manpower-driven growth and raise the quality profile of the foreign workforce”, he said. On wage growth for Singaporeans, Mr Tan said foreign labour is meant to “complement, not substitute” Singaporean workers. Keeping the labour market tight and raising the cost of hiring foreign workers are two of several approaches to improve wage growth of Singaporeans over time, he said. “If we are not able to meet these targets, we are likely to continue the tightening and restructuring approach,” Mr Tan said, reiterating that the Government’s approach is targeted, and the process is “adaptive”. From July, unskilled work permit holders in the services industry who have worked at least four years in Singapore and earn fixed monthly salary of at least S$1,600 will also be considered skilled work permit holders. About 7,800 such workers will be upgraded through this move, which will mean lower levies for their employers. Companies in the services sector also welcomed the greater flexibility for their work permit holders. Initially piloted in the hotel industry, it will apply to the entire sector from July. At Chinese restaurant group Peach Garden, servers will be able to perform other roles such as cashiering, bartending and being stationed at the reception area, said Mr TC Ho, its Assistant Director of Sales and Marketing. Staff have been generally receptive to the idea of an enlarged job scope and with one of its restaurants, at OCBC Centre, undergoing renovation next month, the company will take the opportunity to train staff in other job functions. The Manpower Ministry is working with the Singapore National Employers Federation and National Trades Union Congress on tripartite guidelines on how companies can implement job flexibility responsibly. Nominated MP Teo Siong Seng suggested allowing the services sector’s Job Flexibility Scheme to apply across different companies and subsidiaries within the same group. This would further boost efficiency, he said. Mr Tan said suggestions would be considered during regular reviews of MOM’s schemes. He pledged to help firms adapt to a manpower-lean environment. “In this restructuring process, we know that it will be painful and extremely challenging. But make no mistake, we want our employers, especially our small and medium enterprises, to succeed,” he said. On the new salary threshold requirement, construction firm Starlight Building Maintenance Services’ managing director Chris Selvam said that he would raise the salaries of his Singaporean employees earning less than S$1,000 a month in order to maintain his foreign workforce. The higher salary threshold is a lesser challenge than higher foreign worker levies in recent years, he said. Over at Don Thaker Cleaning Services, 40 to 50 per cent of its Singaporean staff earn less than S$1,000 per month — such as retirees taking up jobs to pass time — and the company will look into increasing their salaries to keep its foreign workers, who make up one-fifth of the 1,000-strong team, said assistant sales manager Wu Boon Fei. The company hopes to tap the Wage Credit Scheme to help offset costs, but Mr Wu added that wage increases also depend on clients’ ability to pay more. By Neo Chai Chin TODAY "Like/Follow" us on Facebook or Twitter to get all the latest posts! For original article, go here To find out how we can assist you to Create Your Organization's World Class Culture Of Service Excellence, go here

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Extreme Customer Service: Lessons From Companies That Go Above And Beyond (Part 3 - Taco Bell)

Taco Bell What happened? A merry prankster got the people of Bethel, Alaska (pop. 6,200, closest fast food fix: 400 miles) all atwitter with the mouth-wateringly real news that Taco Bell was opening a restaurant in the tiny town. When word of the hoax and the ensuing broken hearts got to Taco Bell, through its social media team, a whole phalanx of brand personnel mobilized. The end result: Taco Bell airlifted a taco truck into Bethel with enough fixings--950 pounds of beef, 300 pounds of lettuce, 150 pounds of cheddar cheese, 500 pounds of sour cream, and 300 pounds of tomatoes--for 10,000 (free) tacos. While certainly the most impressively scaled, it’s not the only feat of customer service from the fast food brand (others include responding to a Facebook fan asking for a customized Speedo emblazoned with the brand’s previous tag line, "Think Outside The Bun").

“The more we learned about (the hoax) the more we wanted to do something for them,” says Amy Kavanaugh VP of Public Affairs & Engagement at Taco Bell. “It started as a straightforward response and it really grew from there.” Beyond the social media and communications teams, Taco Bell brought in people from other departments in the company as the Bethel response grew in scope. “We started to talk about, can we, operationally, bring them tacos. And the idea got bigger. We learned how isolated the community was and we were looking for ways to deliver them.” The franchisee in the area joined what Kavanaugh says “became a mission internally” and the airlifting idea was born, and executed. Tips For Amazing Customer Service 1) Structure your company so that departments are working together and information is shared Kavanaugh says that about 18 months ago, Taco Bell restructured its approach to meld internal and external communications, to be able to respond “quickly and authentically” to conversations happening in the real world and to create a more robust two-way dialog with the brand’s key audiences: consumers, franchisees, and its “team members”--Taco Bell’s 150,000 employees. “Alaska is a perfect example of why working closely across departments is key," she says. 2) Have clear principles that all staff know, and live them “Our culture is very strong,” says Kavanaugh, and she says that there are several well-articulated principles that guide staffers at all levels. They include: “Are we hungry for more; are we being helpful--in terms of anything that comes up, from a tweet to a customer service question; are we being understanding?” Other guidelines include: “Never follow--we’re a brand of firsts; be grateful; be relentless--we don’t give up easy; and be young at heart.” Kavanaugh says, “If we’re all operating with the same principles, everyone knows what to do. It allows people to do their jobs without having to run everything up the organization.” 3) Take a Big-Picture View of ROI Kavanaugh says while Taco Bell has metrics to work to just as any brand does, they are continually being optimized. And Taco Bell CEO Greg Creed and CMO Brian Niccol encourage the kind of big ideas--like airlifting tacos--that are difficult to put metrics around. “They encourage us to do something that hasn’t been done before," she says. "We do know that our customers are so engaged with the brand and so passionate about it. Something like that--listening to those voices and having people encourage us to do something is support enough.” ~And thats what these 3 amazing organizations and people have done! Extreme Customer Service indeed! "Like/Follow" us on Facebook or Twitter to get all the latest posts! For original article, go here To find out how we can assist you to Create Your Organization's World Class Culture Of Service Excellence, go here

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Extreme Customer Service: Lessons From Companies That Go Above And Beyond (Part 2 - Krispy Kreme)

Krispy Kreme What Happened? Jia Jiang has a lot of experience with taking rejection. He is prepared for it at all times, and thus prepared for a better life. In fact, it kind of knocked Jiang off of his pivot last summer when he didn’t get rejected at Krispy Kreme. As part of the YouTuber’s stab at a Rejection Therapy challenge, Jiang went into a Krispy Kreme with a ridiculous request; he wanted five donuts interlocked like the Olympic rings. He was hoping to get brushed off and be on his way, but apparently he walked into the wrong donut shop because the person he spoke with at the counter eventually figured out how to grant this odd request.

"We’re always excited when one of our teams goes further to get people the help they need. People choose us for any number of reasons," says Dwayne Chambers, Chief Marketing Officer for Krispy Kreme. "Whether it’s a Saturday morning and they want to feel like a better dad with their kids, or they want to treat the office, we’re always trying to help people accomplish what they want. I think this is just another example of one of our teams helping to get someone what they need." "It’s really a bad commentary on society that the new standard of good service is 'everything went the way it’s supposed to.' Instead, we should do what it takes to make extra time to be nice to people." Tips For Amazing Customer Service The operations team at Krispy Kreme spends a lot of time training to handle the basic tasks, such as keeping donuts stocked and the house clean. Having an emphasis here frees the team up with extra time to be nice to people--something that forms the nucleus of all customer service. Here are three tips from Chambers on how to go above and beyond. 1) Just Be Nice "One thing we always try is hiring nice people. When you surround yourself with people who have that mindset, you allow them to be themselves, and allow them to look beyond the textbook of what they need to do. The sad part is you don’t really need to exceed expectations anymore. You hear from people these days about this great service they got somewhere, and when you ask about it, what you find out is that they just did what they were supposed to do. Somehow, that’s become great service. It’s really a bad commentary on society that the new standard of good service is 'everything went the way it’s supposed to.' Instead, we should do what it takes to make extra time to be nice to people." 2) Make Sure Everyone Understands the Mission "While it may sound a hokey, the mission of our company is about touching and enhancing people’s lives. If we extend that message all the way down to the individual managers and team members, those decisions of what to do become a lot easier. You just do the right thing--from the top down. Our CEO lives and breathes that mission. He continues to emphasize that we won’t be successful because we sell more donuts—that’s not what the business is about. It’s about people, and about touching and enhancing their lives, and if we do that, we will still sell plenty of donuts." 3) Put Team Members First "If your team members are not having a great day, it’s hard for them to help the customer have a great day. So we have to make sure we’re focused on our team and who they are. Our CEO, Jim Morgan, always says, put your faith--whatever that is--put your faith and your family first, and Krispy Kreme wil take anything you have left over after that. The belief there is, if you’ve got your own balanced life going on, you’re gonna feel better about yourself as a person, and about your family, and where you work--and you’re going to be able to share that with other people. If you’re stressed out and you don’t like where you are, that’s not going to happen." ~Watch out for Part 3 of the next amazing organization! "Like/Follow" us on Facebook or Twitter to get all the latest posts! For original article, go here To find out how we can assist you to Create Your Organization's World Class Culture Of Service Excellence, go here

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Incheon International and Singapore Changi among big winners in ACI's Airport Service Quality awards for 2012

INTERNATIONAL. Incheon International Airport and Singapore Changi are among the big winners in Airports Council International's (ACI) Airport Service Quality (ASQ) Awards for 2012, announced today. Changi came first among airports with more than 40 million passengers per year, while Incheon International won in the 25-40 million passengers category. Other winners included Seoul Gimpo (15-25m passengers), Nagoya (5-15 million passengers) and Hohot (2-5 million passengers). By region, the winners were Cape Town (Africa), Seoul Incheon (Asia Pacific), Moscow Sheremetyevo (Europe), Cancun (Latin-America-Caribbean), Abu Dhabi (Middle East) and Indianapolis (North America). The award for Best Airport Worldwide was discontinued this year, said ACI, "to focus more attention on categories that facilitate comparison, particularly airport size and region". Incheon International had scooped that prize for seven consecutive years. Click here for bigger image ACI World Director General Angela Gittens said: “This an exciting time for airports. As airports and their operators increasingly accept the positive correlation between passenger satisfaction and airport revenues, we see more and more airports striving to meet, and in some cases exceed, the levels of customer service that their passengers expect from their favoured product and service providers. “Airports that deliver superior customer service stand apart from the competition and superior customer service remains one of the most important differentiators in the increasingly competitive airport industry." The awards are designed to recognise and reward the best airports in the world based on ACI's ASQ passenger satisfaction survey. As of February 2012, ASQ counts 275 airports in the survey, with a minimum of 1,400 passengers per annum interviewed at each airport. “I am delighted to see long-standing favourites take home ASQ awards as it is testament to the growing and accepted wisdom in the airport community that maintaining customer service excellence is central to a winning business strategy,” added Gittens. “I am equally excited to see other airports rank for the very first time this year, which stands to prove that it is never too late to adopt a winning customer service orientation to which the ASQ programme is fundamental.” Published: 11/03/13 Source: ©The Moodie Report By Rahul Odedra, Senior Reporter "Like/Follow" us on Facebook or Twitter to get all the latest posts! For original article, go here To find out how we can assist you to Create Your Organization's World Class Culture Of Service Excellence, go here

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Extreme Customer Service: Lessons From Companies That Go Above And Beyond (Part 1 - Mellow Mushroom)

Heart-shaped pizza from Afghanistan, Olympic donuts, and 10,000 helicoptered tacos. A look at some over-the-top ways companies are keeping their customers happy--and what you can learn from their extreme measures. Most companies say they’ll go the extra mile for their customers, but few will go the extra several hundred miles--and by helicopter. Last summer, though, Taco Bell did just that, sending 10,000 tacos to the Alaskan town of Bethel, which had been pranked into believing its residents were soon to get their very own Taco Bell. (They were not.) Freighting in 950 pounds of beef may be a rather extreme example of ensuring customer satisfaction, but it is by no means an isolated incident. Rather, several companies of late have been throwing practicality to the wind in the name of crafting a singular experience for those whose satisfaction they rely on--from Mini sending care packages to customers it had accidentally spammed to the Krispy Kreme employee who accommodated a request that anyone else would have (at best) chuckled at. In the process, they’re also making the competition look tame. At a time when every company pays lip service to service, to being more "human" and to listening, social or otherwise (and at a time when, in fact, most service is abysmal), these are examples that demonstrate employees at every level of a company delivering on those promises and then some. Below are case studies of three brands who aimed exceptionally high recently, and what you can learn from their approach to service. Mellow Mushroom What Happened? Soldier Shawn Fulker knew that pizza made his wife Josephine at least a little happy while he was away in Afghanistan. With her birthday coming up, Shawn wanted to do something special, so he sent an email to Josephine’s favorite chain, Mellow Mushroom, inquiring as to whether they might be able to accommodate a special delivery to Jacksonville, FL from far, far away. Not only did the company honor Shawn’s request, they made a heart-shaped pizza for his wife, and bought balloons for her on the way.

"Obviously, we were very pleased with what the manager of the Jacksonville store did for a loyal guest and someone serving our country," says Annica Kreider, VP of Brand Development at the company. "This story really caught fire, but we think it’s a great example of what we do every day." Tips For Amazing Customer Service Mellow Mushroom offers a comprehensive training program for its managers and franchise owners, which is called (wait for it…) Shroom University. Although SU has a state-of-the-art test kitchen for back-of-the-house training, the company’s whole customer service model is taught there as well--and is integral to its continued success. Here are three tips from Kreider on going above and beyond. 1) Know Your Stuff and Be Proud of It "Guests expect us to be the subject matter experts on our products, and we are proud to do so. We have proprietary products that combine with our cooking method to make our pizza different from all others. It’s our job to share with the guest what makes it special, and even suggest some of our favorite things and ways they may enjoy their meal even more." 2) Know Your Guests As Real People, Not Demographics "Our guests are very loyal and our restaurant teams make a special effort to get to know them. The owner of our restaurant in Conyers, GA recently received a bank of tickets to an Atlanta Falcons football game and not only did he take a few of his top employees, he took some of his best customers. One of our servers, Taylor, a college-age girl in Cumming, GA, has developed a special relationship with an older couple who come in to her store regularly. Two of her regulars, Ben and Sue, come in every week just to see Taylor. They both have a multitude of personal health issues and our food fits in with their special diet regimen. Taylor takes the time to talk to the couple and inquire about their health, lives, and grown children. They just love these visits." 3) Go An Extra Step, Whether They Ask Or Not "While we often honor requests, we also just go an extra step to really make it something memorable and special. A high school girl emailed in, wanting to invite a guy to the Sadie Hawkins dance. She wanted to know if the store would help her by spelling out “Sadies?” on the pizza in pepperoni. We saw the email at the corporate level and our PR and special events manager reached out to the girl and got all the details to make it perfect. But there was also the manager of one of our units who set up a fundraiser in-store for Northern Kentucky University’s "Best Buddies" program that aids in helping students with special needs. Instead of just hosting a fundraising event, he set up a special time for the participants to get on the line in the kitchen and be able to make their own pizzas. That our guests want us to be part of their lives at this level is truly a privilege and we want to make sure we respect and honor it." ~Watch out for Part 2 & 3 coming out in the next few days! "Like/Follow" us on Facebook or Twitter to get all the latest posts! For original article, go here To find out how we can assist you to Create Your Organization's World Class Culture Of Service Excellence, go here