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On Customer Service, Do Your Employees Really Hear You?

Knowing my passion for excellent customer service, my neighbor shared his recent service experience with me. He took his white truck in to be serviced. When he dropped the truck off, the service adviser was busy on his computer. He looked up, told him to leave the keys, and he would call when it was […]

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What Big Retail Chains Really Took

If you look around our cities and towns, you have to know that big retail chains destroyed a way of life. Today you shop in malls instead of small stores — in supermarkets instead of corner groceries. Department stores died. Eventually Walmart will offer everything from brain surgery to funerals — and all that. The

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Give active military a tax break

Our all-volunteer military is the most effective in the world because of the men and women who risk their lives every day to protect us. Their service is essential to our nation’s security, but it places an enormous burden on them and on their families as well, and we owe them our support and our

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