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Chapter 25: Build Personal Relationships

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What are you doing to find out more about how you serve your customers and what it takes for your people to handle your customers?  Even if hugging is not your thing, you can reap the other benefits from being an undercover boss at your company, no television production required.  Stop relying on “How am I doing?” cards and surveys no one ever cares about.  Open your and all your employees’ eyes to everything that is happening on the first lines of service by getting out there.

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