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We Don’t Scoop

I recently went out to breakfast with my friend Elaina. We decided on the Panera’s closest to our homes and I was looking forward to my favorite egg sandwich there.   I ordered first. “I’ll have the egg and cheese sandwich – no meat – on a scooped out toasted whole grain bagel and a…

What kind of superpowers do you have that can elevate the customer experience and have your customers walking away happy, excited and ready to spread the good word about you?

Are You a Hero?

Years ago I was on assignment in NY, training a large number of people in a financial services firm. While the training programs themselves were about customer care, in reality there was a lot of work I did to help people manage stress.   I was called in at a time when a fair number…