Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home
Customer service goes far beyond a one-time visit or experience. Customer service that turns average, ho-hum customers into raving fans can only be accomplished by a team full
We’ve all heard the expression surprise and delight. The intention is that we surprise our customers with better-than-expected service.
The result is that they are delighted. But what happens
What if you only had one customer left to do business with? Maybe this was the last customer on earth?
Norman Beck—my friend and faithful reader of The Shepard Letter—and
Years ago, when my sweet husband and I were first married, our first home was a charming little bungalow tucked into the foothills of the Appalachian Mountains on
