Never Forget About The Unsung Heroes


One of the best articles I have read recently was a NY Times interview with Walt Bettinger, C.E.O. of the Charles Schwab Corporation. A great interview technique he uses when vetting new candidates was featured in the April eService.


When Bettinger was asked what was the best lesson he learned in college, he answered that he wanted to graduate with a perfect 4.0 GPA and it came down to his last final exam.I had spent many hours studying and memorizing formulas to do calculations for the case studies. The teacher handed out the final exam, and it was on one piece of blank paper,” explained Bettinger. “The professor said, ‘I’ve taught you everything I can teach you about business in the last 10 weeks, but the most important message, the most important question, is this:


What’s the name of the lady who cleans this building?’”

Image2, The DiJulius Group

That test and lesson had a lasting impact on Bettinger. “It was the only test I ever failed, and I got the B I deserved. Her name was Dottie, and I didn’t know Dottie. I’d seen her, but I’d never taken the time to ask her name. I’ve tried to know every Dottie I’ve worked with ever since. It was just a great reminder of what really matters in life, and that you should never lose sight of people who do the real work.”


Nice Bike

Image1, The DiJulius GroupThe book, Nice Bike  by Mark Scharenbroich, is a collection of stories based on making meaningful connections with others in both work and in life. It’s about being a part of a community, knowing that contributions matter, and experiencing a greater affiliation with others. When you have a better understanding of how to make meaningful connections, you can live a life filled with greater success. Acknowledge, honor and connect and you will change the world, one person at a time.


*Related – “Ask the Right Questions to Get the Right Answers” article By Mark Scharenbroich


Mark Scharenbroich Keynoting The Customer Service Revolution

The DiJulius Group is thrilled to announce Mark Scharenbroich will be presenting at the 2019 Customer Service Revolution. Join Hall of Fame Emmy award-winning speaker, Mark Scharenbroich as he takes you for a fun ride on how to be effective at making meaningful connections in both your professional and personal life. His Nice Bike principle is supported by three strong actions: Acknowledge, honor and connect. Mark has spent his career working in both industry and education discovering how some of the best organizations and team leaders build a culture that encourages people to perform at a higher level through greater engagement. Mark Scharenbroich will inspire, teach and engage you with Nice Bike.

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About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.