So, this morning I was presenting my synopsis of Prescription for Excellence, a terrific book about customer service excellence by Joseph Michelli.  In the midst of my presentation, I was talking about UCLA Health System’s commitment to innovation.  From the book: “Innovation distinguishes between leaders and followers.”  (Steve Jobs). The battlefield of business competition is… Read More Just How Gullible (And Wrong) Can Randy Be? – (In Which I Admit To A Rather Embarrassing Mistake)