Clients of services love quality, of course. But in a service, what is “quality”? A quality product stays together and performs as promised. The integrity of its parts allows a product to perform. The heart of service quality also is integrity. It’s the integration of your word and your acts–between what you say and what [...]
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David often feels overlooked and insecure. Sharon owns seven cats named after the Seven Dwarfs. David loves Tom Clancy novels and adores his six-year old blonde Labrador Retriever. Sharon wishes she had more time. David wishes his business was better, but doesn’t want his employees to see his concern. Sharon wishes she laughed as often [...]
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