Set the Expectation

I have recently been engaged in a business transaction that requires multiple steps and several different parties.  To make it all happen, there is an intermediary involved who is taking care of getting everything together and putting all the ducks in a row so to speak. The other day I got an email from this … Continue reading Set the Expectation

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Want Better Service Scores? Change the Box Top Picture.

I was thinking recently about how sad it is that we have to have training to get people to behave with common decency, a level of compassion, and a desire to help others. Service, in most places, is pretty poor and the attitudes you get are for the most part just bad.  I mean you step … Continue reading Want Better Service Scores? Change the Box Top Picture.