When Saving a Dollar Costs You Twenty

My book, Evergreen, was recently named by Book Authority as the #4 Best Customer Service Book of All Time. I was pretty excited when I heard the news. As I quickly scrolled down the page looking at the other books, I completely missed something at first. Then a friend called to congratulate me on having TWO books on…

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Back To Basics? No, Ever Further Back!

A colleague of mine was talking to one of the largest Canadian success stories of the last 20 years recently. They’ve had some turbulent times, but are still a significant player. He asked me for some advice as he prepared for his phone call with some high-level executives and I gave him much of the…

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Hold ‘Em, Fold ‘Em, or Walk? Here’s How To Know

I was talking to a colleague new to the business world who told me he had been working on a new initiative, it wasn’t working as well as expected, and he was getting ready to throw in the towel. I asked him how long he had been doing it for. He told me a little…

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How to Create a Showstopping Customer Experience

Last week we took the girls to see Disney’s Frozen on Broadway in New York City. We happened to be sitting in front of a famous Hollywood actor. We got to talking before the show and while we were talking a man came over and said, “Excuse me….I’m sorry to interrupt you both….” I assumed he was there…

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One Simple Way To Keep Your Business Healthy & Strong

Last Tuesday after publishing the Tuesday Tidbit I got a text message from my mother that my 89-year-old grandfather would be having a pacemaker installed on Thursday. His heart had stopped for 8-9 seconds over the weekend. The next day, Wednesday, I received another text from my mother which simply read: Grandpa passed. I saw the text,…

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