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Service Elevated!

Over the years, I’ve had conversations with hundreds of frontline employees in the service industry. All of these employees were passionate about something but, more

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Be nice

A few years ago, I was seated in the boarding area at Dulles International Airport awaiting my fate as a standby passenger on the last

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Power to the people

It’s a shame when service-based organizations use safety, liability, and policy as justification for delivering average customer service. “Your safety is our highest priority” is

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