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Ellie went to her eye doctor to get her cataracts checked. Are they bad enough to get the procedure? That was her question – she wanted the cataract surgery so she could see better, but every year her physician said they were not quite bad enough. After checking in, Ellie went to the waiting room […]

Does this sound like your business? If we implement Program ABC, all our customers will be happy! If we launch Initiative DEF, our retention will soar! If we execute Super Idea XYZ, we’ll have raving fans! These concepts are often initiated by business people who are very smart; the problem is that they think they’re […]

No we’re not talking about the Robert De Niro movie. I’m going to give you a real world situation, and I want you to analyze the customer service of this employee – Frank the building inspector. Frank looked at his list of inspections for the day and cringed at the first one on the list. […]