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March 15, 2007


Michelle Golden

Excellent example of owning the problem and "making it right" -- business apologies (goodness knows we ALL make mistakes) are an essential service skill. Not to mention the right thing to do. You hit on why with your post "Loyalty Only Knows Two Extremes." I often say, it's not whether you make a mistake, it's how you handle it when you do!

Good luck with the book!

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