Truth builds trust.

People who work in an environment where doing their best is recognized have a better chance of feeling good about their work.

When you depersonalize abrasive behavior and see it as a call for help you become a catalyst for the best kind of change.

When you’re busy, avoid taking the quickest action. Instead make the extra effort to truly serve the customer.

Get in touch with your passion and put it to work at work.

Do an evening review at the end of the day to reflect on what went well, and what you'd do differently next time.

Look for the positive qualities in your client's negative behavior.

For every dilemma, find at least three or four possible solutions. The creative process leads to better results.

Thank your customer for complaining and mean it. Most will never bother to complain. They'll just walk away.