If everybody is thinking alike, then somebody isn't thinking.

- General George S. Patton, Jr.

Whenever you find yourself on the side of the majority, it is time to pause and reflect.

- Mark Twain

No matter who the visitor is or what the situation is, any time you come around from behind your desk and sit near someone, you set up a friendly climate for a more relaxed discussion.

- Emily Post's The Etiquette Advantage in Business

Noticing body language:

Your mission is to norm at least three completely different "types" of people.  Look for at least one of each of the following types: shy, powerful/confident, and arrogant/aggressive.  

In a notebook, draw a stick figure of each of the people you are norming.  Now use a Head/Shoulders/Knees/Toes model to scan each.  Write a one- or two-word observation next to the corresponding areas of the body (such as, "head back, nose slightly up, shoulders slumped forward, hip tilted to the left side, hands on hips, feet two feet apart").  Allow yourself to write with plenty of detail, but limit yourself to two to ten minute of observation for each person.  

Once you've done this exercise on paper today, continue throughout the week without writing it down.  Practice this exercise often enough and you'll start doing it automatically-which is the goal.

- Janine Driver, You Say More Than You Think

There are so many articles that cover how to deliver great customer service, how to improve on the overall customer experience, or even what good customer service looks like. Right? Well, here comes another one for you. 

You learn something every day if you pay attention. ~Ray LeBlond

One's perspective on any given subject is an individual response. So for me, I love to learn from many sources and pick and choose what I feel meets my need or my interest. Regarding customer service, learning all we can about delivering a great experience is the responsibility of all service providers. 

Billions of emails are sent each day, and it’s a vital component of business communication since it’s the preferred form of communication.  To say getting it right is important is an understatement.  Here are some handy rules for you to follow…

As we continue to evolve in the ever changing world of technology, my hope is that businesses keep their eye on the customer. There is no question that technology has improved, enhanced, and simplified many processes. But, what I am talking about is customer processes that should always stay manual and personal. 

"Quality in a service or product is not what you put into it. It is what the client or customer gets out of it."  - Peter Drucker