If you ever thought surgeon's knew it all, let me refer you to a book by a surgeon for people in the medical field...with applications to anyone involved in delivering a service to a customer. Atul Gawande wrote, Better: A Surgeon's Notes on Performance. In the Afterward he wrote a piece entitled, Suggestions for Becoming a Positive Deviant. There a five suggestions:
1. ASK THE UNSCRIPTED QUESTION
Encounter people at a real, personal level. Intentionally make conversation with them. Learn something about them. Sometimes you discover the unexpected.
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