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Legendary Service: The Key is to Care by Kathy Cuff, Victoria Halsey, Ken Blanchard

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4

A Catalyst for Change

Steven started off the next Monday morning department meeting with a personal observation.

“This past week, our store manager received a letter from a customer praising someone in our department for their service,” he began. “I read the letter more than once and thought about how good it made me feel—and how proud. And I started realizing that as your department manager, I’m in a position to be able to create that same sense of pride in you all. I don’t think I’ve been doing a very good job of that.”

Kelsey was impressed. Steven didn’t usually show his vulnerable side.

“I’ve asked you to start focusing more on our customers ...

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