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	<title>Make or Break Moments &#187; making a difference</title>
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	<description>When the next words you say can make all the difference...</description>
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		<title>Delight is Different Than Service</title>
		<link>http://www.makeorbreakmoments.com/2010/09/02/delight-is-different-than-service/</link>
		<comments>http://www.makeorbreakmoments.com/2010/09/02/delight-is-different-than-service/#comments</comments>
		<pubDate>Thu, 02 Sep 2010 11:59:42 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[Customer Moments]]></category>
		<category><![CDATA[making a difference]]></category>
		<category><![CDATA[building customer relationships]]></category>
		<category><![CDATA[customer focused]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[delight your customers]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=1444</guid>
		<description><![CDATA[Do you delight your customers? I found an article written by Alain Thys that was published in 2007 that says it best:
It&#8217;s funny that when discussing Customer Delight, most people start talking about customer service.  While this nicely fits our managerial illusion of control, it also completely misses the point.  Customer service is what companies [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Individuals Make the Business</title>
		<link>http://www.makeorbreakmoments.com/2010/08/09/individuals-make-the-business/</link>
		<comments>http://www.makeorbreakmoments.com/2010/08/09/individuals-make-the-business/#comments</comments>
		<pubDate>Mon, 09 Aug 2010 14:49:25 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[Customer Moments]]></category>
		<category><![CDATA[making a difference]]></category>
		<category><![CDATA[Bekah Facemire]]></category>
		<category><![CDATA[building customer relationships]]></category>
		<category><![CDATA[Drug Mart]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=1411</guid>
		<description><![CDATA[ 

Friday, August 6, 2010, I lost a dear friend, Bekah Facemire. We didn&#8217;t grow up together. Our kids weren&#8217;t in soccer together. We didn&#8217;t work at the same place.
Bekah was the friendly, neighborhood cashier at Drug Mart. That&#8217;s where we met &#8211; at register 5.
Bekah greeted every customer with more than just a smile and [...]]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Set Yourself Apart from the Competition</title>
		<link>http://www.makeorbreakmoments.com/2010/07/19/set-yourself-apart-from-the-competition/</link>
		<comments>http://www.makeorbreakmoments.com/2010/07/19/set-yourself-apart-from-the-competition/#comments</comments>
		<pubDate>Mon, 19 Jul 2010 14:39:10 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[Expectations]]></category>
		<category><![CDATA[First Impressions]]></category>
		<category><![CDATA[Perceptions]]></category>
		<category><![CDATA[making a difference]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=1378</guid>
		<description><![CDATA[I decided that I needed to hire a virtual assistant. I am at a point where there are some things I just can&#8217;t do anymore and a friend of mine once told me &#8220;delegate everything but your genius.&#8221;  So &#8211; I was off to find a virtual assistant.
The first project &#8211; transcribe a one hour [...]]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Transaction or Lifelong Relationship?</title>
		<link>http://www.makeorbreakmoments.com/2010/07/16/transaction-or-lifelong-relationship/</link>
		<comments>http://www.makeorbreakmoments.com/2010/07/16/transaction-or-lifelong-relationship/#comments</comments>
		<pubDate>Fri, 16 Jul 2010 19:44:34 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[Customer Moments]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[making a difference]]></category>
		<category><![CDATA[lifelong relationships]]></category>
		<category><![CDATA[recommendations]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=1370</guid>
		<description><![CDATA[Here&#8217;s a great observational comment that Norma Rist made to someone she was coaching:
&#8220;You are treating your customers as transactions but you need to think of them as lifelong relationships.&#8221;
Have you ever been in sales? Or operations? It is the 16th and you are fast approaching the end of the month.  Will you make your [...]]]></description>
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		<slash:comments>1</slash:comments>
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		<title>Reinvention: Key to Long Term Success</title>
		<link>http://www.makeorbreakmoments.com/2010/07/09/reinvention-key-to-long-term-success/</link>
		<comments>http://www.makeorbreakmoments.com/2010/07/09/reinvention-key-to-long-term-success/#comments</comments>
		<pubDate>Fri, 09 Jul 2010 19:56:26 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[making a difference]]></category>
		<category><![CDATA[CCS Business Solutions]]></category>
		<category><![CDATA[Inc.]]></category>
		<category><![CDATA[reinventing your business]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=1354</guid>
		<description><![CDATA[One of my customers, CCS Business Solutions, Inc. is celebrating their 35th year in business. 
Maybe that doesn&#8217;t seem like a lot of years for some businesses but they are a computer company. Think back 35 years &#8211; what did computers look like?  Big main frame machines that took up an entire room in a [...]]]></description>
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		<slash:comments>1</slash:comments>
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		<item>
		<title>Pretzel Power: Building Relationships One Bite at a Time</title>
		<link>http://www.makeorbreakmoments.com/2010/06/28/pretzel-power-building-relationships-one-bite-at-a-time/</link>
		<comments>http://www.makeorbreakmoments.com/2010/06/28/pretzel-power-building-relationships-one-bite-at-a-time/#comments</comments>
		<pubDate>Mon, 28 Jun 2010 16:55:14 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[Connecting Moments]]></category>
		<category><![CDATA[Trust]]></category>
		<category><![CDATA[making a difference]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=1339</guid>
		<description><![CDATA[ 

I love pretzel rods. When I was a kid I would pretend they were cigarettes (hey it was before the Surgeon General). They are a great snack.
I recently bought a tub of pretzel rods and was reminded of how a similar tub of pretzels once made my career!
Several years ago I was a field manager [...]]]></description>
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		<slash:comments>5</slash:comments>
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		<title>What Are You Doing Differently?</title>
		<link>http://www.makeorbreakmoments.com/2010/06/21/what-are-you-doing-differently/</link>
		<comments>http://www.makeorbreakmoments.com/2010/06/21/what-are-you-doing-differently/#comments</comments>
		<pubDate>Mon, 21 Jun 2010 21:19:47 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[Connecting Moments]]></category>
		<category><![CDATA[making a difference]]></category>
		<category><![CDATA[make a difference]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=1309</guid>
		<description><![CDATA[It is the first day of summer.  The longest day of the year. As the long, warm days of summer lay before you &#8211; what will you do differently this year; in business and at home?
When my children were little, I worked in corporate America and so needed to rely on summer camps as a [...]]]></description>
		<wfw:commentRss>http://www.makeorbreakmoments.com/2010/06/21/what-are-you-doing-differently/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Linchpin Meet Ups Connect the Globe in One Evening</title>
		<link>http://www.makeorbreakmoments.com/2010/06/14/linchpin-meet-ups-connect-the-globe-in-one-evening/</link>
		<comments>http://www.makeorbreakmoments.com/2010/06/14/linchpin-meet-ups-connect-the-globe-in-one-evening/#comments</comments>
		<pubDate>Tue, 15 Jun 2010 02:21:53 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[Books]]></category>
		<category><![CDATA[Connecting Moments]]></category>
		<category><![CDATA[making a difference]]></category>
		<category><![CDATA[Linchpin Meet-ups]]></category>
		<category><![CDATA[Linchpins]]></category>
		<category><![CDATA[Polar Unlimited]]></category>
		<category><![CDATA[Rise Partnerships]]></category>
		<category><![CDATA[Seth Godin]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=1296</guid>
		<description><![CDATA[Seth Godin wrote the book and this evening at 8pm est over 6,000 people gathered in local coffee shops, libraries and restaurants in 90 countries around the world.  The purpose? To talk about Seth&#8217;s book Linchpins and what it means to make yourself an artist in your field and consequently indispensible.
Talk about a make or [...]]]></description>
		<wfw:commentRss>http://www.makeorbreakmoments.com/2010/06/14/linchpin-meet-ups-connect-the-globe-in-one-evening/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Linchpins Unite to Make a Difference</title>
		<link>http://www.makeorbreakmoments.com/2010/06/04/linchpins-unite-to-make-a-difference/</link>
		<comments>http://www.makeorbreakmoments.com/2010/06/04/linchpins-unite-to-make-a-difference/#comments</comments>
		<pubDate>Fri, 04 Jun 2010 14:36:27 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[Attitude]]></category>
		<category><![CDATA[Books]]></category>
		<category><![CDATA[making a difference]]></category>
		<category><![CDATA[emotional work]]></category>
		<category><![CDATA[Linchpins]]></category>
		<category><![CDATA[passion]]></category>
		<category><![CDATA[Seth Godin]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=1276</guid>
		<description><![CDATA[ 
Seth Godinis at it again.  On June 14, 2010 at 8pm est &#8211; Linchpins around the globe will unite to share, network, connect and collaborate. All inspired by Seth Godin.
Ever since his book Tribescame out and he invited the hale and hearty to purchase his book sight unseen two months before publication and join his TRIIIBES [...]]]></description>
		<wfw:commentRss>http://www.makeorbreakmoments.com/2010/06/04/linchpins-unite-to-make-a-difference/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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		<title>Always Do Right</title>
		<link>http://www.makeorbreakmoments.com/2010/05/24/always-do-right/</link>
		<comments>http://www.makeorbreakmoments.com/2010/05/24/always-do-right/#comments</comments>
		<pubDate>Mon, 24 May 2010 18:58:35 +0000</pubDate>
		<dc:creator>Deborah Chaddock Brown</dc:creator>
				<category><![CDATA[making a difference]]></category>
		<category><![CDATA[doing it right]]></category>
		<category><![CDATA[making it right]]></category>
		<category><![CDATA[Mark Twain]]></category>

		<guid isPermaLink="false">http://www.makeorbreakmoments.com/?p=1247</guid>
		<description><![CDATA[
Always do right. This will gratify some people and astonish the rest.  &#8211; Mark Twain

Mr. Twain had it right.  You would think &#8220;doing it right&#8221; would be a no-brainer, the least we can be expected to do and what comes naturally and yet even as long ago as the 1800s &#8211; &#8220;doing it right&#8221; was [...]]]></description>
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		<slash:comments>0</slash:comments>
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