Positively Leading. Jon Gordon says that to win in business, you’ve got to win with people. He offers managers three ways to be a positive leader.

The Cookie Comment. Shep Hyken flies a lot – at least once or twice a week, and tried a customer service experiment when being served food by the flight attendants.  

When a courtesy upgrade becomes something more. Sales guru Bob Burg recounts an attempted “upsell.”

Call backs. Dave Kahle has a few ideas on how to improve your percentages.

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