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Adopting "effectiveness" guru Stephen R. Covey's advice to his many readers, Delores Hargrove Young seeks "first to understand, then to be understood." Her company XLC Personnel Services, which provides temporary and permanent workers to companies across the Midwest and Southeast, has made it policy to study and understand client needs before assigning staff.
"We cannot truly meet our clients' needs if we are unclear about what those needs are," Hargrove-Young says. This service customization landed the company its Customer Focus award from the Greater Cincinnati Chamber of Commerce.
"Our Product" is people, and the processes necessary to help our clients utilize people in the most productive and professional manner," says Hargrove-Young. "We understand that the...