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Funny Virtual Keynote Speaker Charles Marshall

Guess what? Virtual meetings don’t have to be dull! If you are looking for a way to inject energy, fun, and humor into your virtual meeting, then look no further! “Charles did a fantastic job speaking at our virtual REALTORS membership meeting. He was the perfect balance between humorous and inspirational and very engaging.  We […]

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Your-Guide-to-Crummy-Customer-Service

How To Be A Customer Service Slacker

It has come to my attention lately that my articles and programs have been exclusively targeting those who desire to provide great customer service. In the interest of reaching a broader audience and making my newsletter more inclusive, I offer the following tips for people who desire to give crummy customer service: 1] Avoid communication. […]

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Milk Jug Raft Article Pic-Smaller

Are you building your milk jug raft?

When I was 11 years old, I dreamed of building my own raft and floating down the Mississippi River like Huck Finn. My parents thought this idea was insane and told me it would lead to my immediate and untimely death, so I came up with an alternative plan. I would still make a raft […]

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Angry customer-smaller-square

Are you your own worst customer service enemy?

Tell me what these two scenarios have in common: 1] Not long ago, I got a call from a previous client who said I was one of the few humorous speakers they were inviting back to their conference. They had booked a club comedian the previous year who wasn’t used to speaking in the corporate […]

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The Quiet Hero

Fred Bailey’s occupation is listed in the 1930 census as “laundryman.” In those times, working in a laundry was a fairly common profession. Men were needed to load huge amounts of clothes into giant washers and then transfer those wet clothes into industrial dryers that were several times larger than those found in today’s Laundromats. […]

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Delivery guy-Smaller

Christmas Morning Customer Service

I love getting packages in the mail or from FedEx or UPS. Tell me you don’t feel the same way. You see the delivery truck pull up to your house and there’s just a touch more excitement in your life, isn’t there? And when the driver steps out of his vehicle with that box and […]

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George Clooney in O Brother, Where Art Thou? article by Charles Marshall

Handle the Heat Like Clooney (Theatrical version: shorter article)

With a little prodding, I can get my friend John Hicks to talk about the time he got a small part in the Coen brothers’ classic movie, “O Brother, Where Art Thou?” One of John’s principle memories of the experience was the heat. The political rally scene in which John had his part was shot […]

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Earth vs. the Flying Saucers-Group of Saucers-Smaller

Aliens, Flying Monkeys, and the Coronavirus

These are scary times and I should know because I’m no stranger to fear. When I was nine years old I watched Earth vs. the Flying Saucers on TV and it flat out scared the living bejibbers out of me. Most of the movie wasn’t all that bad. I could handle the flying saucers zipping […]

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DNA Customer Service-smaller

Your Customer Service DNA Test Result

My wife gave me a DNA test kit for Christmas and I had big hopes for the results. The first thing I was hoping for was some sort of exotic heritage so people will think I’m cooler than I really am. So when I found out that I am 1/1000 Japanese (True story. Not making […]

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Blizzard picture

Driving in a Blizzard – The Power of Vision

As I drove away from Holland, Michigan, I knew I might be in real trouble. I had read about blizzards and seen them on TV plenty of times, but I had never experienced one firsthand. Creeping eastward on I-196, the dim outline of dark shapes punctuated the whiteness on either side of my car. I […]

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