Last week, we had our annual ServiceConnect Client Conference in Phoenix, AZ. It was hosted by Empire Southwest, the Caterpillar dealer for Arizona. It was a day and one-half of idea sharing and learning about ways to improve service delivery in the business-to-business environment. Our keynote speaker was Steve Phillips, recently retired from Harley Davidson. He led that company’s efforts to improve its service delivery. Not only was his talk inspirational but it provided practical suggestions on how to transform one’s cultural environment to make it more customer-focused.