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The Kindness Revolution: The Company-Wide Culture Shift That Inspires Phenomenal Customer Service by Ed Horrell

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Looking to Implement Change

The principal owner of this medical software company has owned the company for over ten years. Starting literally from a room in his home, he had grown the company to a small, successful two-million-dollar-plus company. Clients of the company, medical practices, were happy with their service, and business was good, if not robust. After sustaining flat growth for a couple of years, the owner decided to bring in a partner and to attempt to take the company to the next level. His partner is a businessman whom I have known for years through another industry, and he was engaged (now married) to the owner’s sister-in-law.

At the time of my first involvement with the company, I had met only the new partner. He and I had ...

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