jpmical...
That would be the work of John W. Kabaker, in the white paper
'The Decline and Fall of the Service Economy', where he said:
"The most significant reason that poor service is so rampant
is that poor service is tolerated or even condoned."
In context, the quote is part of an impassioned plea,
reminiscent of actor Peter Finch's portrayal of newsman
Howard Beale in Sidney Lumet's film 'Network':
"So I want you to get up now. I want all of you to get up
out of your chairs. I want you to get up right now and go
to the window, open it and stick your head out and yell,
'I'm mad as hell, and I'm not going to take this anymore!'"
--Howard Beale (Peter Finch)
http://www.rottentomatoes.com/m/Network-1014825/about.php
Mr. Kabaker says:
"As a card-carrying curmudgeon, I strongly suggest that
you no longer condone poor service. Get mad. Get fed up.
Take Action! Repeat it over and over again. I will not
tolerate it. Not from my employees, not from my suppliers,
not from my consultants or advisers. Reward good services
with lavish praise, money, accolades, trophies, ribbons,
parades, and news articles extolling the return of the
lost art of good service. Servissimo! Servissimo!
Servissimo! Shout it from the rooftops. It will make
you feel human again. Fie on bad service! Boo and Hiss
to anyone who does not live up to the highest standards
of service. Now that I have raised your blood pressure
and you have rededicated yourself to Xtreme Service, has
anyone seen my spats?"
You can read the entire text of the paper on this page at
the Vista International Business Insurance Brokers' site:
http://www.vistainternational.com/services/whtpapers.html
John Kabaker is President of Vista International, and you
can even email him, if you like. His email address is
available on the contact page of the Vista Int'l site:
http://www.vistainternational.com/contact/contact.html
John is also the primary author of the 'Vista Visualizations'
newsletter. You can access and subscribe to it here:
http://www.imakenews.com/vista/index000013948.cfm
Please do not rate this answer until you are satisfied that
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sublime1-ga
Searches done, via Google:
"service is tolerated"
://www.google.com/search?q=%22service+is+tolerated%22
"John W. Kabaker"
://www.google.com/search?q=%22John+W.+Kabaker%22
Peter Finch network
://www.google.com/search?q=Peter+Finch+network |
