Recently we bought a printer that developed a problem so I called the manufacturer and was given an RMA number (Return Authorization) and told the carrier would pick it up the following Wednesday. Once picked up, we would be sent another printer. No problem - we were on vacation and I was planning on being home anyway, so waiting for FedEx was no big deal. Wednesday came and Wednesday went - no pickup. Called FedEx the next day to learn they had no such pickup order in their system and they suggested I call the manufacturer.

I really enjoy learning from the masters. Those people who have proven it is ability coupled with attitude that affect circumstances.

After spending over 25 years in sales and sales management, and more recently, traveling across the country training some of the best salespeople on ACT!, I have noticed that there are characteristics that are shared by the Top Performers.

None of us is the same after 9-11. There are so many stories that motivate and touch the heart, but the one story that remains in the forefront is the continued recovery at Ground Zero. The stories of the men and women rescue workers who ran up the stairs of the World Trade Center as potential victims took flight down will never be erased from our collective consciousness. Their moment of heroism will live forever.