“Notice the difference between being in control and needing control.”

“After each customer interaction, notice if you gave them a “happy to see you” kind of experience.”

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

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

“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.”

“Even your most loyal customers always have a choice about where to take their business.”