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My bank mailed me a letter. It discussed the benefits of using its cards and earning points for rewards and cash back. The letter stated “We are here to help” and how the bank strives “to provide [...]

Instead of ignoring problems, work quickly to try to fix them and address them directly with each customer.

Other businesses should take a similar approach if the shoe is ever on the other foot.

We have two updates.

When someone walks in still in “calm” mode and respectfully explains your company’s slip-up is costing him both time and money, solve it.

Give your front line employees some authority to make simple decisions that require mostly a strong dose of common sense.

A mother goes to thank students in a classroom for making a difference in her life. An ice cream store offers free goodies to men and women who work to protect and serve. An eight-year-old helps [...]