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Delight Your Customers by Steve Curtin

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Introduction

Years ago, I worked in New York City with an English woman named Karen who had a unique work history. During graduate school in England, she had worked on an assembly line in a factory that manufactured dolls.

Karen’s job role was to attach doll heads to each of the torsos as they passed by on a long conveyer belt. As she described it, as the torso approached, she would lift a doll head from a large bin, pop the head on the torso, and twist it firmly until it locked into place. One by one, Karen would lift, pop, and twist the dolls’ heads into place—each one like the last one—until her quota was met or her shift ended. The next day, she would return and repeat the process over and over again: lift, pop, twist … lift, pop, twist … ...

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