Make your business a hot spot Most towns have one--a legendary local business that consistently attracts people from miles around. It's the place that the locals proudly bring visiting relatives and friends to, the place that's always jumping with turbocharged workers and lines of delighted customers, even while nearby competitors are struggling just to stay in business. It's a "flashpoint" business: one where employee and customer excitement catch fire and fuel each other. Want to turn your business into a flashpoint business? This book will teach you exactly how to ignite the spark. Motivate employees to go the extra mile for customers Encourage employees to brainstorm and implement their own innovative customer service ideas Make positive customer feedback a powerful antidote to employee apathy Use "time-release motivators" to sustain the excitement Follow this book's simple yet powerful formula to create a more customer-focused culture--and gain the competitive upper hand.