The Paradox of Excellence

The Paradox of Excellence: How Great Performance Can Kill Your Business

by David Mosby and Michael Weissman

When a company consistently provides excellent service it can become “invisible” to the client until something goes wrong. This book illustrates the problem through a parable about a trucking company. Their largest and most profitable customer has given notice to terminate their contract due to a botched delivery. Management is shocked, as there had been no previous problems with this client over the many years they have done business together. Continue reading “The Paradox of Excellence”