Entitled customers

During a recent interview, I received this question: How do you handle customers who, once they’ve been “delighted,” now expect that level of service and

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Here, take my car.

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

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Pygmalion in service

If you studied management anywhere along your journey, then you may recall the seminal Harvard Business Review article by Sterling Livingston titled Pygmalion in Management.

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