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Why You Should Treat Your Staff Like You Want Them to Treat Your Fans

At one point in his career, my husband had three bosses in one year. The first boss was his favorite, because she always acknowledged him and made a point to say how much she appreciated his extra efforts. The second boss wasn’t very popular from the beginning, because that guy always (thought he) was right….
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The Most Important Play Your Team Can Make

In every organization that serves guests on a variety of levels, a handoff of some kind occurs. This is when one employee finishes his responsibilities with a customer and then “hands off” that patron to the next staff member. These specific moments can go one of two ways: Fantastic or horrific. Here are five key actions in…
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What Makes General Electric (And Other Fortune 500 Companies) So Successful?

The first time I heard about “Six Sigma,” I thought it was the name of a fraternity. Then after working with General Electric for a number of years, I learned that this one tool helped make GE one of the best companies in the world. If Six Sigma works for GE, Motorola and the majority…
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