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Sell the sizzle, AND the steak!
TweetI read a Wall Street Journal article this week by Timothy W. Martin titled, Choice Advice From Meat Cutters. The article highlighted the benefits of training butchers at leading supermarket...
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Extra! Extra! Read all about it!
TweetI recently bought some fresh fish at Whole Foods Market. As is customary, I waited my turn as customers who arrived before me had their orders fulfilled. When it was my turn, an employee behind...
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The power of the unexpected
TweetIn 2007, I read the outstanding book by Chip and Dan Heath titled, Made to Stick. In the book, the authors identified a number of principles that contribute to a message or experience being...
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Service words
TweetIn my reading, I’ve come across three unique words that have expanded my customer service vocabulary and, for me, reinforce various aspects of exceptional customer service: cosset, lagniappe, and...
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