As a consumer or customer, how often do you witness “good people” working in a lousy system? They want to do well. They intend to do a good job. But the “system” – the policies, the procedures, the organizational structure, the tools and the “rules” don’t allow them to. Thus, they are delivering less than desirable service (without acts of heroism) – often without even realizing it. Poor performance is now the norm. It has become habit. Take a note from Aristotle who said, “We are what we repeatedly do. Excellence, then, is not an act but a habit.” Find ways to “design” excellence into your culture with this insightful tip from John.