"Recently I was talking with a client about one of his employees and customer service. The day before I had presented the Moments of Magic™ customer service program and mentioned that I thought a gentleman in the audience was a skeptic. The client said he wasn’t skeptical, but felt he knew everything I was talking about.
I responded, “Everyone already knows what I’m talking about.” He agreed and I asked him, “So does this guy deliver great service?”
He said, “That’s the problem. He knows, but he doesn’t deliver.”
Read the full article by Shep Hyken via socialcustomer.com