Customer Service: Do It from the Inside Out

The sun beat down on the back of my neck. It was a scorching heat most people in Brazil have learned to accept, but I couldn’t bare it. I had just finished making a presentation to a room full of executives at an annual retreat. I couldn’t wait to jump into a taxi, rip off my coat, and breathe some cool air conditioning. A line of taxis were waiting; some looked new, others a little worse. One stood out like a beacon of pure refreshment—a shiny coat of sparkling blue paint made it appear perfectly maintained.

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