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Feb 28, 2017

We ALL have preconceived notions — unfortunately, they’re sometimes incorrect!  How many people consume ONLY the print editions of newspapers?  How many people have ZERO banking accounts?  How many people visit each month?  Things are often not as they seem — and it may be something that is preventing...

Feb 27, 2017

Tonight, Scott and Tammy had an experience where being asked to evaluate the customer service at a hotel was a detrimental factor in the service experience! Today's PROJECT DISTINCT asks: Does EVERY aspect of the experience contribute to creating a thrilled customer?


Feb 24, 2017

During the Holiday season, people are dealing with both personal and professional stressors that can impact how they deal with us. Here are some ideas on how to respond to people who are “disputational” — in other words, who want to dispute everything you say — and people who just aren’t acting very nice.  Who...

Feb 23, 2017

After hearing a presentation by former fighter pilot, "Waldo" Waldman, Scott recorded this brief message while changing planes at DFW on the importance of teamwork...and our level of commitment to working and growing together!

Feb 22, 2017

You make a distinctive first impression, everything goes well, and your customer wants more -- that's great, right? We ALL want repeat business!  However, how do you continue to create distinction with repeat customers who have already experienced what you have to offer? (Especially when you've given your best to obtain...