Back in 2001, I was giving a speech about customer service to a group of claim representatives. After my speech, an adjuster came up to me and said, "I disagree with everything you said, Mr. Van." Puzzled, I asked, "Everything?" to which he replied, "Yes; everything."

So I asked him, "Like what?"

"You said we should be nice to customers, and show them respect," he responded.

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