Thank you for keeping our country safe.

You're doing a good job and America appreciates it.

We do have a favor to ask, though.  Just one.

It seems to us that we can be told to follow procedures with a smile, a "please" and a "thank you."

We're gonna bet your parents taught you basic manners, and that you know how to be polite.

We just don't understand why you're so rude and discourteous at work. 

And we're not sure when you last traveled as an airline passenger.

That might be very interesting for you to do. Take a flight. You need to EXPERIENCE IT.

Sort of like what we at The Telephone Doctor suggest to a business owner, when we tell them to call in and ask for themselves to see how their customers are handled.

We believe you're gonna be surprised, and feel as we do: 

Can't they smile? Can't they say "please" and "thank you?" Can't they just be a little nice?

To those agents who do take the time to be courteous, and those of you who do return our smiles, or even start one of your own, we as Americans give you a big shout out and say:

Please keep it up, and thank you for being nice while helping to keep us safe. It's much appreciated!

Nancy Friedman, The Telephone Doctor and all the others you keep safe.

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Reprinted with permission of Telephone Doctor Customer Service Training. Nancy Friedman is a featured speaker at franchise, association & corporate meetings. She has appeared on OPRAH, Today Show, CNN, FOX News, Good Morning America, CBS This Morning & many others. For more information, call 314-291-1012 or visit



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