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Favorite Quotes

“Life is hard, until it isn’t.”  Dr. Sue Morter “I never lose. I either win or learn.”  Nelson Mandela “If two people always agree, one of them is unnecessary.”  Mark Twain These are some of my favorite quotes. Ones I recall quickly and often. Recently, a good friend reminded me of another one to add to that list. It’s from …

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Understanding vs. Empathy

There are few customer service experiences that I dread more than getting a new phone from a cell phone provider. But, I had to recently and, as always seems to be the case, I had issues and needed to call the provider afterward for questions, clarifications, and general assistance to get this “latest and greatest” device to simply make a …

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You Gotta Mean It

The words, “I’m sorry,” can sometimes feel like a true apology or just a great big brush-off. I’m reminded of a time when, long after its due date, a cushion I’d ordered from Pier One hadn’t arrived. For a week the tracking section of the UPS website stated it was “scheduled for delivery today.” After several attempts to track the package online, …