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Five Steps In The Ultimate Customer Service Strategy

1. A clear vision of who you are and where you’re going (Westjet) I don’t care if you’re Bruce Willis in Die Hard 2, if you don’t have a clear vision of who you are and where you are going, you have have no hope in hell of getting anywhere. If you are successful it’s [...]

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If It’s Your Customers You Wish To Delight…

…strive to do the little things right. I went to a Seven Eleven the other night to grab a drink. When I walked in there was a line up three people deep. I grabbed my drink and stood at the end of the lineup. Then something amazing happened. There were two people working, one at [...]

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The Paradox of Work

If you want something in life you have to work your ass off for it. Anything worth having is worth working for. So to be successful, to get what you want in life, you have to do an unhealthy amount of work for as long as humanly possible. Then you might have a fighting chance. [...]

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