customer service

262: Uncommon Service. Radical Imagination.

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Dear Friends Before we get started, thank you to everyone who commented on my new website copy and, in particular, on the curated leadership learning journeys I’ve been piloting. There’s work to be done! I appreciate the generosity with which…

Connecting With Customers

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I got a little enthusiastic with this week’s topics, so we’ve got to jump right into it. It’s a bit long today. I think it’s worth it. I hope that you agree. But before we do, we must pause to…

Care for your clients

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Good morning friends When I started this weekly letter, I couldn’t clearly state why I thought it was useful. One impulse was rooted in the Aristotelian position that “We are what we repeatedly do. Excellence, then, is not an act…