Have you been following the story of Talia Jane, the 25-year-old Yelp employee (whose Medium bio admits she’s “better at thinking about things than actually doing them”) who complained publicly online …
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Believe It Or Not, We ALL Have These…
I was pleasantly surprised to see yesterday’s post about Praiseworthy Customer Service get so widely shared, but I was especially delighted when Kayla Phillips shared it. I had written a …
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Are You Capable Of Praiseworthy Customer Service?
Sunday, we were heading to Grandmom’s house to celebrate cousin Ben’s 14th birthday when Sarah told my wife, Dee, to “put the CD on, Mama!" It was Steve Green because she's six, so of course it …
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Eight Magic Words To Say To Someone Who’s Hurting
What do you do? What can you say when someone you care about is hurting? Ten years ago, when we were first coming to grips with Will’s diagnosis - well before we knew the magic and wonder his way …
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Eight Great Quotes From My McDonald’s Talk
760 miles, 31 hours, and 1 speech in Indy later, I’ve wrapped up the McD Winter Tour… eight cities and a couple thousand of McDonald’s best and brightest leaders listened to me talk about employee …
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Just an excellent moment last night in Indiana…
I was driving from Nashville to Indianapolis last night to speak to McDonald’s today about employee engagement, time management, and Shareworthy Customer Service when something really cool happened …
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