“A modern organization can no longer be run by a few people who think
and many (other) people who merely do what they are told.”
– Dr. Nathaniel Branden, American psychologist and best-selling author
“I want to thank you for the exceptional customer service.”
“It has been my pleasure, ma’am,” he replied. “My great pleasure.”
“You made us all feel special, and that’s unusual and appreciated.”
I was sitting alone at a table in a resort restaurant in Varadero, Cuba. It was morning, and the place was packed with hundreds of hungry tourists busily filling plates at buffet stations. Our server was friendly, and the service was truly exceptional. He had greeted me with a smile and hands...
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