Find a Way to Surprise

One more of the Top 10 things I learned in 2009:


A Big Bow Wow – We put down our 16-year-old Golden Retriever in July. Those who have experienced that passage know it’s tough. As we worked through detachment the next several days, our vet surprised us in two ways. First, a nice sympathy card arrived, signed by her entire staff. Then, she gave us a hand-painted casting of Genevieve’s paw print. Those wonderful gestures touched our family. Regardless of the business you’re in, look for opportunities to connect with your customers’ hearts. They’ll remember.


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