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Your Wall of Shame
Why is it no one talks about shame? No matter how hard you try, no matter how committed you are, and no matter how much you work to improve, on occasion you’re going to encounter a speed bump in serving customers. There are so many possible perils in the service process and so many outside forces just waiting to derail your best intentions that it is a fact that mistakes will be made. It is a shame.
Assignment
On a 3 × 5 card write, “Set up a Wall of Shame.” Then actually set one up, using 3 × 5 cards with stories on them as a visual reminder of things that went wrong in the past. It’ll be a reminder for everyone to avoid them in the future. NOTE: This wall should be constructed out of customers’ sight.
In all of history, ...

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