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Last week, I was delighted to spend some time watching the employees working at Pike Place Market in Seattle, Wa. Ever since they decided they would become the World’s Most Famous Fish Market, the employees have bought into the culture, hook, line, and sinker. It was evident in the teamwork they displayed and the fun […]
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  Whenever I conduct a customer service workshop, one of the first activities is to ask the participants “what business are you loyal to and why”? The purpose is to get everyone thinking about themselves as a customer and what makes them go back repeatedly to a business. Inevitably, whenever I am teaching in Florida, […]
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  The Ninth Day Tip: One of the reasons customers love doing business with Nordstrom is the ease of doing a return. Nordstrom’s return policy is “We handle returns on a case-by-case basis with the ultimate objective of making our customers happy. We stand behind our goods and services and want customers to be satisfied […]
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