Where did you get the idea for 2 minutes service guarantee?
Was it hard getting the "2 minutes service guarantee" off the ground initially? Was employee training a big part of ensuring that turn around time?
the idea came from a real challenge placed to us by the board challenging us to find a sustainable point of difference
it had to be a major shift in what was traditionally offered in the market
its too hard to answer here and now but the full details are in my book