Sometimes I read something that strikes a cord.  That’s what happened today when a friend sent me this quote.  The words aren’t mine, but the what’s expressed can be a guide for all of us.

“So live your life that the fear of death can never enter your heart. Trouble no one about their religion; respect others in their view, and demand that they respect yours. Love your life, perfect your life, beautify all things in your life. Seek to make your life long and its purpose in the service of your people. Prepare a noble death song for the day when you go over the great divide.

Always give a word or a sign of salute when meeting or passing a friend, even a stranger, when in a lonely place. Show respect to all people and grovel to none.

When you arise in the morning give thanks for the food and for the joy of living. If you see no reason for giving thanks, the fault lies only in yourself. Abuse no one and no thing, for abuse turns the wise ones to fools and robs the spirit of its vision.

When it comes your time to die, be not like those whose hearts are filled with the fear of death, so that when their time comes they weep and pray for a little more time to live their lives over again in a different way.  Sing your death song and die like a hero going home.”

~ Chief Tecumseh (Crouching Tiger) Shawnee Nation 1768-1813 ~


Virtually every company says they have good customer service.  They may even spout the standard line, “Our customers are our most important assest.”

Next time you hear someone from a company say customer service is important to them, ask them a question like, “What does great customer service look like?”  Or, you could ask something like, give me an example of how you treat your customers better than your competition does.”

9 time out of 10, you’ll get a blank stare.  If you’re really unlucky, you’ll get more jargon or a bunch of “ums and ahhs”.

Unfortunately, for most companies, customer service is simply a nice phrase, not really a way of doing business.  How do I know?  Simple.  The first way is based on the answers I get to the questions above.  The second way is to simply look at how they operate.  There is NO WAY they could be focused on customer service with the way they treat their customers.

When I coach clients I often suggest they experience their company as a customer.  See what the experience is like.  It may not be anything like what you expect.


Is It Done Yet?

May 30, 2012

When I was growing up, my family spent a lot of time on Nantucket.  A friend had an apartment there and only used it intermittently.  He was glad to let us use it anytime we wanted. Nantucket …..  What a great place to spend time.  Fishing, swimming, flying kites, dune buggies on the beach.  A […]

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Sometimes the Best Decision is to Go Home

May 25, 2012

Ever have one of those days that you feel really lousy or there’s something that keeps distracting you?  You know those days.  You know you’re not at your best, but you feel obligated to be at work.  Even if there’s really nothing urgent happening.  Come on, I know you’ve had a day like this.  We […]

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Does It Matter What Other People Think?

May 23, 2012

How often have you heard someone say something like, “I can’t do that.  What will people think?” You’ve probably heard it pretty often, because many people decide what to do or not do based on whether or not they think that someone else might approve.  I’m not talking about getting someone else’s input and then […]

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How do You Respond to the Unexpected?

May 20, 2012

We’ve all had it happen.  Suddenly something occurs that is totally unexpected and requires our immediate attention.  Sometimes it’s a crisis, but often it’s just something really important.  Today it happened to us. It’s the end of the week.  A good day to finish anything left undone from earlier in the week.  Tonight we’ll be […]

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I’m Philip Cohen … Welcome to my blog

September 5, 2010

Hi there, I’m glad you’ve found me.  Maybe you already know me.  Or maybe you followed me here because you saw a post somewhere.  Maybe we’ve recently met. If  you’re a new friend, let me tell you a little about myself: As a child, I grew up knowing I wanted to be a doctor.   I […]

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