A fish stinks from the head | Archive Titles

A bullet-proof US housebuilder vs an average US housebuilder
	Bullet-proof	Average
Percentage of customers willing to refer	>90%	65-70%
Percentage of sales coming from referrals	>30%	8-10%
Percentage of customers rating finish quality as	>70%	<40%
Percentage of customers rating finish quality as "poor/very poor"	<10%	>30%
Source: Woodland O'Brien