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It used to be that if someone didn’t get great service, they could gripe to their friends about it. But these days, they can tell thousands, if not millions, of people about it… almost instantly… [...]

Picture this…It’s the first game of the Subway Series of 2009 at Yankee Stadium between cross-town rivals, New York Yankees and New York Mets. It was a bitterly fought see-saw game in which the [...]

Happy New Year! I wanted to get in early, while you're thinking about your year and deciding on your priorities...Because you really want to use this time to get your mind turning on something [...]

Well, we’ve just been through the “peak moment” of holiday season craziness. And I’ve been hearing some doozies when it comes to bad customer service nightmares my friends and colleagues have [...]

Are you doing any last minute shopping for the Holidays? It’s at this time of year that customer service standards come under the most pressure. More people. More lines at the checkout. More [...]

Accountability is a key element in the recipe for success. Learn what I do to help me hold myself accountable.