customer loyalty

My first real hatemail…..YES !!!!

I’ve heard it said that you’re not a real writer until you receive your first hate mail. I guess I am now officially a real writer. I wrote an article a few weeks ago about a bad customer service experience that I had in a Hallmark store with my four-year-old son who was denied use…

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No "P" in Customer Service

I used the “S” word in front of my children today.  Yes… the “S” word. The expletive of all expletives, and I said it in front of my babies.  I actually hadn’t even noticed that the word had passed my lips until my four year old admonished me in the car on the way home…

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IT’S CALLED A SPEECH

I don’t much care for awards shows. Every now and then, however, I will see someone who impresses or even inspires me, like when Cuba Gooding Jr. won an Oscar for his role in Jerry Mcguire or when Roberto Benigni won an Oscar in 1998 for Life is Beautiful.  For the most part I see…

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The Ballad of Rusty The Roofer

Sitting in the living room of “Yellow House”, watching water drip from four different leaks in the ceiling, I decided that it was time to fix the roof. Yellow House was a rental property in Nashville that I shared with my two beautiful female roommates years ago who, despite my best efforts, still thought of…

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Fatback and Gefilte Fish

I am a Southerner. I am not a confederate flag waving “if the South would’ve won, we’d have had it made” Southerner, but I am proud to be from the South. I grew up in Alabama, went to college in Mississippi, and my roots are known to show from time to time. Not many of my friends,…

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FANtastic Coffee

As a frequent traveler, I often find myself in airports searching for nuggets of inspiration hiding in between the runways. I was on a four-hour layover in the Hartsfield-Jackson Atlanta International airport and had grown a little tired of the book I had been reading since I had left home three days prior, so I put…

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the house SPECIAL

When I entered the Nashville music scene in 1994, it wasn’t long before I was rubbing elbows with some of the biggest names in country music. Garth Brooks, Reba McEntire, Alan Jackson…I was rubbing elbows with all of them. Truth be told, it was usually when I was reaching to refill their water glass, but…

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Lessons from the back of the pack

Had you been standing next to me the morning of July 26th, 2008, you would have been standing on the shore of North Carolina’s Lake Cammack watching the sunrise. Had you been standing next to me on July 26th, 2008, you would have found yourself surrounded by 500 people preparing to compete in the Mission…

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