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I once had a law firm reach out to me, asking if I could speak to their team about customer service. I happened to notice that this request came after some particularly harsh reviews of their firm had surfaced online. If you’ve been following along for some time now, you may know that I got…

Here’s how to solve it.

I have a favorite story that I love to tell. I call it the Lemon Seed story. During my time working at Four Seasons, I was always impressed by a simple act, which was the removal of the lemon seed from the lemons. Everyone who went through the training in food and beverage was taught…