Thanks to Tom Kane, I was referred to a post by Pamela Slim in Escape From Cubicle Nation (by the way, I love the blog’s subtitle–"How to go from corporate prisoner to thriving entrepreneur"). The post is "The key to small business success: be the sharpest knife in the drawer." It’s a wonderful story–Pamela’s mother buys her a sharp knife for Christmas and suddenly Pamela is left wondering how she survived without it. She offers her insurance agent as an example of someone in business being a sharp knife. Pamela goes on to offer 5 rules for staying sharp, all of which influence the quality of customer service. Rather than repeat them all, check out her post.