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View your facility through the eyes of your consumer by Colin Milner and Michael Voloudakis, PhD, MPH

It’s not my job. These 4 words can be the downfall of any customer-driven business. Think about it. How often do you frequent a business that reluctantly offers you service?

Perhaps a restaurant you just visited provides a good example. The host walked you to your table, and the server arrived at your table on time, took your order, and brought you your food while it was still hot. These workers gave you service. But they added nothing to your experience—not because they didn’t do their jobs, but because that’s all they did. Creating an experience for you wasn’t in their job descriptions. Or so they thought.

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