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May 25, 2016

The Southwest Airlines Secret

I travel a lot for my business. It has gotten to the point where I can identify what restaurants I want to eat in and where they’re located in a particular airport. I have also found myself wandering the gates of airports looking for a restaurant that I cannot find, and then realizing that I […]

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March 8, 2016

If You’re Happy and You Know It, Tell Your Face!

I visited a luxury apartment community and was greeted at the front desk by someone who had the look of a grumpy old cat on her face! I was hoping that when she opened her mouth the experience would be different. Nope. Still the grumpy cat! Unfortunately for this community this person is the FIRST thing […]

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February 23, 2016

Making Money is Not Always About the Money!

I wanted to share with you a story of a great customer service experience I recently had with a man named Bill Moore of Softcomm Industries. I am a member of Civil Air Patrol, and as a aircrew member trainee, I wanted to stop using the aviation headsets that are in our planes and used […]

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October 14, 2015

Five Steps to Managing Customer Complaints

Have you ever heard the statement, “Customer service would be easy if it weren’t for those customers?” Sometimes that is just too true, isn’t it?  After all we know that sometimes customers: Don’t read the fine print Don’t think the rules apply to them Cause the problem then get mad at you for the problem […]

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September 9, 2015

Before You Email … Should You Call Instead?

Some of my favorite things to read online are the things people say when they’re commenting on stories! I am always amazed at how ugly, mean-spirited and downright awful some people can be when they communicate behind a wall of anonymity provided by the computer. Here are some comments I found on a few sites: […]

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June 8, 2015

Is It Time For a New Definition of Success?

You’ve probably heard the saying, “Success is NOT a destination…it’s the journey.”  If I’m honest, for much of my life whenever I’ve heard someone say this I’ve thought … “If success is the journey, and I’m on the journey, why do I still feel so unsuccessful. Why can’t I pay my rent? Why haven’t I […]

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