Once when I’d been camping and away from running water, my hair got really, really dirty; it felt like there could be earthworms living in it. When I was finally home and under the  blissful flow of the shower head, my temptation was to wash that grubby hair eight or...

Here’s a paradox of customer service training and customer service leadership. On the one hand, one of the keys to giving great customer service–profitable service that builds your company–is to be sure your employees know to make it clear to customers that they take...