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The primary subject matter of this case concerns how focusing on excellence in customer service can drive success and profits. But success in a service business does not stem from a lot of 'feel-good' exhortations about serving customers. It happens because of leadership experience and vision, understanding customer needs, hiring and training the right employees, technology investments that enhance communication and streamline non-value-added activities, and quality metrics that drive continuous improvement. Executive Express is an airport shuttle company that provides passenger ground transportation services to the Minneapolis/St Paul International Airport (MSP). The case discusses how Larry Logeman became the new owner of Executive Express and turned a poorly managed, inwardly-focused company into the dominant provider of airport transportation in Central Minnesota by building a customer-focused organization. The case has a difficulty level of three or four, appropriate for junior and senior level students, and is designed to be taught in a one-hour class period, with two hours of outside preparation by students.