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The lost art of cosseting

Last month I presented three breakout sessions at a client’s annual leadership meeting near Chicago. The meeting was held at the Loews Chicago O’Hare Hotel

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Be kind

My next-door neighbor, Behzad, has an interesting story. Although he was born in San Antonio where his father was stationed in the Army, his family

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Serving is selling

I recently struck up a conversation with my insurance agent, Kevin, about the link between customer service and sales. We both agreed that the line

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A line in the sand

In 168 BC the Greek ruler, Antiochus led an attack on Egypt. Before reaching Alexandria, his path was blocked by a Roman envoy who delivered

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Being capable is not enough

I was recently asked, “What is the biggest customer service challenge facing companies today?” My response was that it’s the same challenge companies faced last

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