Leaders: The Customer Isn’t Always Right

Buck up and stand up for your teammates. That was the gist of one of the points in this post and a couple comments below it. As leaders, we can’t be so quick to cower when a customer pitches a fit in our lobby, shrieking at the top of his lungs about how the customer[…]

The Old Branding Bait n’ Switch (Guest Post)

Ever been the victim of a “bait and switch”?  See an ad for something at a great price, almost too good to be true.  You go to the store, or website…and they’re out of stock.  But there are other items available, substitutes, usually.  And they’re almost always different enough or more expensive enough that you[…]

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