Dickeson--Warm Fuzzies vs. Cold Pricklies

Start with this little exercise: Make a list of every POC opportunity your business has. Pass that list around, and let your colleagues add any you've missed. Even when you make a collection call for a delinquent payment, it's a POC, an opportunity to demonstrate respect and understanding. It must be genuine and not the phoniness of a recorded "Your call is important to us," or a tiresome "Have a great day."