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It happens too frequently. I was in a company this week with posters all over the walls articulating their values, their brand identity, their commitments to customers. Great stuff. Yet it was a mediocre experience at best; the employees didn’t embody the propaganda. I certainly will never recommend this firm to anyone. (Aside – I’ll bet the senior executives of cable companies never call their own service lines.)

Question:

Would you do business with you? What happens when you do – what great benefits do you receive? How do you feel treated; are you respected and listened to? Will you tell others about the service and quality you received…or not? Now what?”

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