At my last job, we had a motto that summarized our belief in what great customer service should look like – Be The Duck.   Ducks always appear as if they are simply gliding along the surface of the water, but what you don’t see is the work they’re doing…

I used to hold onto a gift card “until I really needed it.”  Whenever I received one for a service like a pedicure or a massage, I’d hold onto it until I was stressed out enough to use it. Because I thought I had to EARN the right to…