The title of this post is a quote by Guy Kawasaki. Guy is a “somebody.” I had my first interaction with Guy in 2009 when I approached him through Twitter to see about obtaining ten signed copies of his book, Reality Check. Although he was busy with a leading blog,
The week before Christmas, I brought my car in for maintenance. The dealership offers both a waiting area as well as a shuttle service to take you to local destinations while your vehicle is being serviced. While leaving my keys with the service department, I inquired about the shuttle driver
Have you ever wondered what the difference is between an exceptional customer service provider, like Nordstrom, and a typical service provider, like Toys”R”Us? First, consider what the two have in common: Both are retailers with physical stores as well as a web-based store Both distribute merchandise catalogs to a mailing
In 2007, I read the outstanding book by Chip and Dan Heath titled, Made to Stick. In the book, the authors identified a number of principles that contribute to a message or experience being memorable. One of those principles was unexpectedness. In other words, if a message or experience is
Yesterday morning, I brought two of my children, ages seven and five, to school. As I approached the drop-off point at the very top of a steep hill, I noticed the car in front of me slide just a bit on the black ice covering the road. When I tested
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