“The Golden Rule is “not an ‘iridescent dream,”…it is a “practical working rule of conduct for commercial life in this twentieth century.’” - The Elevator Constructor.


And so it is for the Twenty First. - JDH

Only Humans Practice the Golden Rule

One of the main messages of Golden Rule Now is that people should not let their humanity hide behind the corporate veil. People make up corporations and carry out its work. In almost all cases, a corporation exists to help others solve human problems, even when those humans are at other entities. Corporations are legal…

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Continuing the Exploration of the Golden Rule

The last in a series on My Journey to the Golden Rule. In the past year, I have seen just how easy it is to use the Golden Rule and how often it is not used. Remember, the Golden Rule is something you use or you do not. There is no in between or try.…

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Learning How To Handle Difficult Service Situations

Another in a series on My Journey to the Golden Rule. At the Faculty-Staff Help Desk we learned quickly which faculty members were savvy and which were not. Even if the most difficult professor popped up on the phone screen, we had to take the call and help. We had to love it and be…

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Learning Customer Service Through Technology

This is the second post in the series My Journey to the Golden Rule. Within a day or two at college, I found my way to the computer lab and applied for a job. My prior experience and helpful attitude must have helped me get the job, which paid less than I was getting in my home…

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My Journey to the Golden Rule

This is the first in a series of posts on my journey to the Golden Rule. Now that you know a bit about me, perhaps I should share more about how I came to believe the Golden Rule is the key to business success. Back in the day, when computers were still running MS-DOS+Windows and Apple was on…

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Cathay Pacific and the Last Mile of Service

Recently I flew Cathay Pacific on four separate flights. Overall, I would say the experience was good, but not great. Cathay did manage to surprise and delight me, yet they also managed to frustrate and irritate me. There is a complete disconnect between their messaging and service delivery. Golden Rule Service says a company should…

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Great Dental Care Using the Golden Rule

Stoneham is a unique, customer friendly town. I say this because the two times I’ve been there, I enjoyed it. The town is modern, yet retains a quaint feel. It is full of all the restaurants I would want along with real grocery stores. And I had two Golden Rule experiences in one hour. I…

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Surprise and Delight with Saks Online

Just now I received a small box of sweaters I ordered from Saks Online. Here’s what they did right to surprise and delight me. 1. Guest Ordering With a new site, I don’t want to commit to providing a password and then having a login I will never remember. Quite a few retailers do this…

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Poor Customer Service and the Golden Rule

Today must be Anti-Customer Service Day, which makes sense after the holiday season has drained everyone’s energy. But that’s no excuse to treat poorly the people who pay your bills. I know everyone’s already on top of this, but I wanted to frame this with the Golden Rule: Just Wow from Penny Arcade. Ocean Marketing…

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