While taking a walk over the weekend I discovered a mermaid down the beach a bit. Some extraordinarily talented person sculpted a ten-foot mermaid lying on her side, head resting back on her arm, staring out to sea (somewhat wistfully as if she had lovely memories there.) I wonder if the mermaid-maker had any idea at all of how much joy s/he had left behind on the beach that day. The mermaid reminded me that we all have a chance, every day, to leave a little joy behind. It’s not always as tangible or spectacular as a ten-foot long sand sculpture but it can be real and it can be lasting. A little joy can make someone’s day real special.

I’ve been involved in creating customer focused cultures for many years and have seen the incredible empowering impact it can have on your front line people and on tangible business results. There is no doubt that when customer service becomes strategic for your enterprise you can win – beyond your wildest imagination. But most organizations, most of the time, don’t get it. I’ve been involved in creating customer focused cultures for many years and have seen the incredible empowering impact it can have on your front line people and on tangible business results. There is no doubt that when customer service becomes strategic for your enterprise you can win – beyond your wildest imagination. But most organizations, most of the time, don’t get it.