Delighting the customer 100% of the time. I met Tom Peters author of “In Search of Excellence” and the sequel “A passion for excellence” during the book launch in 1984-85 at Hotel Ashok, New Delhi. In one of these books he talks about an employee of Honda who on his way back from work finds a Honda Motorcycle parked by the roadside. He finds something not aligned properly (if I recall correctly it was the rear view mirror). The employee stops and gets his tool kit and spends a few minutes aligni