Using the Golden Rule in Sales

A post in the series on My Journey to the Golden Rule. I returned to EIU two years later with my MBA in hand. Quite honestly, the MBA did not help me become a better sales person in the technical sense. Few academics work with the sales process even though a company dies without sales.…

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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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One Dollar for a Quarter

I was walking down the street the other day, when a man asked for a quarter. I nearly said, “No,” when he explained he needed a quarter for the meter. Any number of quarters he said, since he needed to avoid a $50 ticket. I happened to have one quarter (usually I have none), so…

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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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Facilitating the Golden Rule on Public Transit

This is part two of two on “Getting Comfortable on the Train.” On Wednesday I showed one of the common ways riders can violate the Golden Rule on a train. Is the rider always at fault though? Is public transit ever designed with the rider in mind? What if the train seats were designed to…

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Getting Comfortable on the Train and the Golden Rule

This is part one of two on “Getting Comfortable on the Train.” Return on Saturday for my solutions. Riding public transportation is always encouraged, but transit designers and riders often overlook the Golden Rule. Nearly everyone values privacy and control when traveling. Car manufacturers know this so they advertise quiet, private experiences. I’d love my…

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Why Quiet Commuter Rail Cars Are Not Really Quiet

Mobile phones invaded cultures around the world some time ago, yet we are still working on the culturally acceptable way to use mobile phones. In the US at least, talking on phones in close quarters seem to rile people because there is something inherently different about two people talking to each other, when one of…

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7 More Ways to Use the Golden Rule on a Plane: Before and After the Ride

When I travel, I think of the Golden Rule even more than usual because I bump into (literally) so many people in tight situations. Air travel can be exciting and fun if you approach it with the right attitude and act with the Golden Rule in mind. While a Zen approach can be helpful, I…

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