Sometimes you have to be bad in the service of being good, say coauthors and cofounders Frances Frei (a professor at Harvard Business School) and Anne Morriss. To research their book, Uncommon Service: How to Win By Putting Customers at the Core of Your Business, they conducted a study of companies large and small around the world. The number one obstacle that organizations were coming up against time and time again? Trying to be great at everything at once.Frei and Morris’ advice: rather than trying to do it all, pick one essential thing and do it really well. Take, for example, Commerce Bank. They chose to focus their efforts on customer service, and within that bucket to compete on friendliness and convenience. In this lesson, Anne Morriss walks you through their strategy. By the end of it, you’ll have a framework for rethinking your own customer service strategy.Practice friendliness, convenience, and respect.Make trade-offs that make your customers happy.Service with a smile ...