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What Is Legendary Service?

As she searched for a parking space at school the next morning, Kelsey thought about the challenge Steven had given the department staff concerning finding ways to beat the competition. She also thought about what Professor Hartley had said in the first class: if a company takes care of its people, the people will take care of the customers, and the customers will want to come back. Once again, she wondered: Could it really be that simple?

Later, when the professor was speaking to the class, it was as if he’d read her mind.

“What’s the difference between a great company and a mediocre company?” asked Professor Hartley. ...

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