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George Bailey and Uncle Billy

It’s a Wonderful Life Leadership Lesson

If you haven’t seen It’s a Wonderful Life, stop what you’re doing right now and go watch it. Then call your parents and ask them why they omitted this crucial piece of awesomeness from your upbringing. I watch it every year and, if the other members of my family are to be believed, I always […]

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Customer Service for Breakfast

For  just  a  moment,  forget  about  productivity.  Forget  about  making  your  company  more  money.  Forget  getting  a  better  performance  review. To  me,  good  customer  service  isn’t  really  about  any  of  those  things.  To  me,  providing  good  customer  service  is  about  the  person  that  I  want  to  be. Think  about  the  last  time  you  were  provided […]

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K3KP18 THE OFFICE aka THE OFFICE: AN AMERICAN WORKPLACE Rainn Wilson as Dwight Schrute, Jenna Fischer as Pam Beesly, John Krasinksi as Jim Halpert, BJ Novak as Ryan Howard, (center) Steve Carrell as Michael Scott        Date: 2005

Are you a Michael Scott leader?

A friend of mine was binge-watching old episodes of The Office recently and commented on Michael Scott’s leadership style. Okay, there was no friend. It was me. Anyway, I noticed that one of Michael Scott’s biggest weaknesses is his overwhelming motivation to be liked. He wants to be popular. And that is a great character […]

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CMRDCY 1960s 1970s  SUBURBAN HOME TWO STORY WITH STATION WAGON IN DRIVEWAY

How to Win a Cargument

One summer day when I was 10 or 11, my dad pulled our family car up our driveway and parked in the carport. While he had been out running errands, some neighbors had stopped by and were visiting with mom. I was playing in the front yard with some other kids and saw my dad […]

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Kovid Kindness by Charles Marshall

Kovid Kindness

September was rolling along just dandy-like until the 21st. I came home from a lunch appointment and told my wife that I didn’t feel right and was going to bed. Two days later, I tested positive for C-VID. We immediately called a home healthcare company and they began treating me with every medication known to […]

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Hand held vs lavalier mic-square

Does Your Customer Service Cost You Anything?

Sooner or later you’re going to mess up. Everyone does. But what you do about your mistake is the thing that defines you both personally and professionally. I had just walked off the stage and was talking to the association president about the event. He raved about how his group had loved my presentation and […]

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Police,Officer,Arresting,Young,Man

Your Worst Customer Service Scenario

A few years ago, I heard the story of Ronnie who owned his own construction business. Ronnie had accepted a down payment from a client to do some remodeling but had dragged his feet in getting the job completed. The customer had complained several times, but Ronnie always had an excuse as to why the […]

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