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Evergreen by Alan Weiss, Noah Fleming

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CHAPTER 8

Articulating a New Approach to Customer Service

Tending to Your Garden (and Pulling Those Weeds!)

In 2004, real estate mogul Donald Trump tried to trademark the phrase “You’re fired!” His request was made in the light of his hit reality television series, The Apprentice. Thinking back to the first C of an Evergreen organization—character—Trump is a prime example of someone who’s become a character larger than himself. He has taken the persona of The Donald to such extremes that one could argue he’s even become a caricature of himself—a classic example of the concept of “the Facebook You,” as discussed in Chapter 3.

Trump has been mocked and laughed at. He’s hosted Saturday Night Live twice and has been impersonated by the cast more ...

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