Be Human, Think Human, Feel Human, Act Human

Be Human, Think Human, Feel Human, Act Human

We are all in the feeling business

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Would Your Grocery Store Do This?

It was Christmas Eve. I was at the local grocery store trying to pick-up last-minute items before the store closed at 6 PM. The lines were long and there were store employees everywhere, assisting customers. When a self-checkout counter opened, I quickly walked up, scanned my items and inserted my credit card. The screen displayed “Credit Card Error”. I tried again and after three attempts I had a helpless look on my face. One of the store employees noticed my frustration, walked up to me and took charge. She printed the receipt and drew a smiley face on it. Then she handed the receipt to me, smiled and whispered to me, “This one is on us. Our credit card processing is down. Enjoy! And please don’t tell anyone else.” I was not sure what just happened. As I walked out with my groceries, my reaction was, “You cannot do that at a...

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How Many Steps Do You Take With Your Customer?

Last week, I was getting ready for a client presentation when I realized that I forgot to bring markers. I took an Uber to the nearest office supply store and asked Jeff, the first person I saw in the store, for help. He said the three magic words, “Follow me please!”...

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What Is The Role Of A Mail Carrier?

Isn’t the role of a mail carrier to deliver the mail? This year my daughter Raka had sent me some golf balls with a custom message for Father’s Day. The day the golf balls arrived; the mail carrier had put the box in my mailbox. They had truly delivered the mail as the box was forced all the way in my mailbox. I tried to get the box out for a few minutes, and then I realized that there was no way I could pull the box out.  As the box contained only golf balls, I started ripping the packaging to get the balls out. Soon the balls were out and I was in an “awwww” zone when I read the message on the balls, “Cool Golfer, Cooler Dad.” Once I was able to get all of the box out, I found hidden in the back a picture of Raka and myself. I...

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“HERE YOU GO!” Really?

It was a tough evening one night as my flight back to Denver was delayed more than three hours. I realized I will now get home at 2 a.m. As I was going through all these thoughts, I got the following text message from the airline: “Here We Go! Your flight to Denver is now boarding - Looking forward to seeing you soon.” First I was relieved and then when I read the text one more time I thought...

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