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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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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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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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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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Confessions of an Unsuccessful Liar

When I was seven years old, my parents entertained some friends who had just gotten back from vacationing in Hawaii. Back in those days, it was much more uncommon for people to travel to far away exotic locations, so my parents’ friends were showing off their pictures and souvenirs while my parents ooh-ed and aah-ed. […]

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The Power of Failure (or not making any dough)

I answered the phone just after midnight and heard the panicked voice of my business partner on the other end of the line. “If you want anything from the restaurant, you’d better come get it now,” Frank said. “They’re kicking us out of the building tomorrow morning.” “What?!” I practically yelled into the phone. “We’re […]

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