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It was a pleasure to be a part of your meeting on April 28, 2011.  Thank you for this opportunity.  Below are several links.  First is the link to the notes from the presentation.  These are formatted in a way that will make it easy to take back and share with your people.

Also are links to two articles that Pat Mitchell and Dave Thomas thought were worthy of a quick read.  I hope you are able to use this information.  Feel free to call me if you have any questions or want to discuss further.

Finally, I urge you to consider signing up for the free newsletter.  The sign-up box is on this page.  Each month I send an article about customer service (or related subjects) that you can share with your team.

Thank you again!

Shep Hyken, Chief Amazement Officer, Shepard Presentations