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54 Golden Nuggets: The Best of the Telephone Doctor by Nancy Friedman

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“Carol Doesn’t WorkHere Anymore”

A few years ago, I interviewed and subsequently hired a woman for a position on the phones at our office. Needless to say, at the Telephone Doctor, our techniques are a condition of employment.

In this particular case, the young woman I interviewed was spectacular. She said the right thing. She looked right. She was the most positive, upbeat, happy individual I’d seen in a long time. We laughed and had a wonderful interview. Her laugh seemed contagious. Her beautiful smile was constant. Her positive mental attitude was perfect. She had faced much adversity in her life and she explained how she handled it with the same great mentality.

Her name was Carol. Needless to say, I was impressed. After she left, I thought ...

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