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Giving Our Best When It Matters Most

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Some thirty years ago I stood at my then girlfriend’s refrigerator trying to find something to eat. I located a single piece of cake toward the back and ate it in three bites. No piece of cake is complete without some milk to wash it down, so I grabbed the carton; made sure the coast was clear; and proceeded to drink directly from the container. Mid-gulp I noticed said girlfriend standing in the doorway staring at me. I prepared for the worst. She moved toward me, leaned up, kissed me on the cheek, and walked away. My immediate thought: “I think I could spend the rest of my life with this woman.”

The Power Of Touch - When Words Just Aren't Enough

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I had lunch with a friend a while ago and he introduced me to his fiancé’ – who I’d heard much about – so I felt like I should hug her. After we hugged, she said “Oh, you’re one of those people that really knows how to hug.” I’m not sure it was a compliment, but at least she said it in a way that told me I didn’t come across creepy.

If I Don't Do It, Who Will?

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My Sunday school class was discussing generosity recently and we talked quite a bit about what motivates us to be generous or helpful to others in need. Why do we decide to get involved in some areas and not others? Do we need a personal connection to the situation? Do some things tug on our hearts more than others? Does Sarah McLachlan have to sing that song from the SPCA commercial before we act? Is it all a matter of timing in relation to what’s going on in our own lives?

How To Create Memorable Customer Service By Focusing On This

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I write and speak a lot about customer service because I am fascinated how some companies and individuals excel in this area and others fail miserably. What’s the difference in success or failure when it comes to taking care of your customers? There are many things that make up great customer service, but in my years of experience and observation, I keep honing in on a theme that leads to happy and loyal customers.

What Does It All Mean?

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I’ve become somewhat of an expert on ceiling tiles in commercial-type buildings. I’ve spent a lot of time on my back looking at them. Wait … that didn’t sound right. What I meant to say was I’ve been in lots of situations where my view was nothing but the ceiling … nope, still sounds nasty.

Nobody Puts Jesus (or Baby) In A Corner

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I miss Patrick Swayze. I mean, who hasn’t seen Road House a million times, right? Twice a week it shows up on some channel and is clearly a classic, albeit terrible movie that has endured for almost 30 years. Throw in some Sam Elliot, classic fight scenes, awesome 80s hair, and you’ve got movie gold.

3 Words That Will Instantly Improve Your Team's Customer Service


I was standing in line at a smoothie shop recently and watched how the employees interacted with the customers (as I always do). Most of the transactions were just that … transactions. Employee hands customer product and customer pays for product. Next…

I Believe Everything Happens For A Stupid, Unfair Reason That's Stupid


I don’t put dates on my blog posts because I want most of what I write about to be somewhat “evergreen” so they could be applicable regardless of when a person might be reading it. This one is different. It is April of 2018 and I’m pissed. I’m scared. I’m hopeful. I’m faithful … but mostly pissed.


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