Have you left a convenience store lately wondering why the cashier seemed so put-out, even hostile, while ringing up your purchase?..

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The process of change is a personal responsibility. You have tremendous potential and yet studies show that less than 20% of all employees actually realize their maximum potential.

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Research has proven that businesses that aim to be more customer-centric have a 24% higher net profit, and have a higher profit per employee than ‘the other guys’ (those that aren’t customer focused).

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Personal power means that you believe in yourself, that you can go after what you want and get it, that you have the right and the ability to reach your goals in your own way.

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Do you keep a “to do” list, either mentally in your head or physically on paper or in some electronic device? If you do, it is highly likely that its contents influence greatly the type of day you are likely to have.

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How easy would it be to sort out difficulties at work if you didn't trust your colleagues to respond well? How motivating would it be if once you raised a concern with your manager, nothing was done about it?

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