Thank You

Luke and I spent the last three days meeting with a business consultant that has been very successful in an industry similar to ours.  He was very impressed with the cleanliness and neatness of all of our locations that he was able to visit.  The consultant believes that these two qualities have played a huge role in his success.  Thank you all for the great job you are doing in making your office appearance among the best in our industry!

Let everyone sweep in front of his own door, and the whole world will be clean.
-Johann Wolfgang von Goeth

Have a great day–Louis

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Have a Great Labor Day!

With Labor Day weekend upon us I wanted to take this opportunity to thank all of you for the hard work and effort you put in on a daily basis to serve your customers.  You play an important role in your customers’ lives and I know they appreciate you very much.  Thanks again for being there for your customers.

I hope everyone enjoys the Labor Day Holiday.  Be careful and have fun! — Luke

“The best preparation for good work tomorrow is to do good work today.”  Elbert Hubbard

PS-  I hope those who attended the Manager Meeting recently are enjoying the books.  I have received some positive feedback already.

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Congratulations Ricky and Melissa!!

I received a picture by text message this weekend that brought a big smile to my face and I wanted to share with everyone else….Ricky and Melissa are married!!  I would like to wish them all the happiness in the world.  Melissa, you deserve it!!!

A reception will be held for friends and family on September 8th from 2-4pm at the Ballardsville Baptist Church.  Each of you are invited to attend.    ~RachelMelissa

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Service Recovery


I was recently visiting with a friend of mine who manages a small regional hospital.  I was venting to him about a bad customer service experience that I had recently received from the health care industry.  He explained that next to patient safety their customer service is the most important thing to his hospital.

He informed me that the most important part of their customer service was correcting mistakes properly after they occur.  Customers who had visited his hospital and experienced some type of problem, but had it addressed in a timely and proper manner rated their experience with the hospital more favorable than the customers who had dealings with the hospital and didn’t experience any problems at all.

His management team created a term, Service Recovery, and an action plan to address mistakes made by his staff.  He concluded that they now see these mistakes as an opportunity to offer exceptional customer service.

One thing we can be assured of is we will make mistakes as we deal with our customers everyday, but I hope we can take the approach of the company mentioned above and look at these mistakes as opportunities to leave a lasting impression of exceptional customer service.

Learn from the mistakes of others–you can’t live long enough to make them all yourself  – Martin Vanbee

He who makes no mistake never makes anything.  -English Proverb

Have a great day….Louis

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I Thought These Fit Well for Today

We are having our Managers’ Meeting today in Tupelo.  I thought these quotes would be appropriate for today. — Luke

“All growth depends upon activity. There is no development physically or  intellectually without effort, and effort means work.”  Calvin Coolidge

“There’s only one growth strategy: work hard.”  William Hague

““You will either step forward into growth or you will step back into safety.” Abraham Maslow

“If you have always done it that way, it is probably wrong.”  Charles Kettering

“Success breeds complacency.  Complacency breeds failure.  On the paranoid will survive.”  Andy Grove

“Kites rise highest against the wind, not with it.”  Winston Churchill

“Growth is never by mere chance; it is the result of forces working together.”  James C. Penney

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Managers Meeting

We are going to spend most of our time today putting the final touches on tomorrow’s  manager meeting.  A lot of thought and planning has been put into the meeting preparation.  I would like to thank  Kim, Janna, Tracie, and Jon Jon for all the work they are doing to make sure tomorrow’s meeting will be the most exciting and productive day.  I look forward to seeing you tomorrow!

Have a great day!


Every morning in Africa, a Gazelle wakes up. It knows it must run faster than the fastest lion or it will be killed. Every morning a Lion wakes up. It knows it must outrun the slowest Gazelle or it will starve to death. It doesn’t matter whether you are a Lion or a Gazelle… when the sun comes up, you’d better be running.


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Leaving a Lasting Impression

Ask any ten highly successful business people if they have ever read Dale Carnegie’s book How to Win Friends and Influence People and I would bet eight would say yes.  Carnegie’s sage advice in this book released originally in 1936 stands just as true and meaningful today.  How to Win Friends and Influence People is one of my personal favorites and when I came across a blog post regarding Carnegie’s advice from the book I thought many of you would enjoy it as well.

I am looking forward to seeing all of the managers next week at the meeting.  Have a great weekend everyone. — Luke

“When dealing with people, remember you are not dealing with creatures of logic, but creatures of emotion.”  Dale Carnegie

“Feeling sorry for yourself, and your present condition, is not only a waste of energy but the worst habit you could possibly have.”  Dale Carnegie


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Children’s Eye Health

When it comes to thinking about our children’s health, vision impairments are probably not the first ailments that come to mind.  However, more than 12.1 million school-age children (nearly 25%) have vision impairments. 

The American Optometric Association recommends vision testing begin at age 3, though, many children to do receive their first eye exam until after they enter school when symptoms of vision deficiencies may first become apparent.  The most common complaint you may hear from a child or his or her teacher is the child having difficulty reading and copying from the board in class.  Some other signs that your child might be experiencing impaired vision are:

  • Wandering or crossed eyes
  • Blurred or double vision
  • Headaches or pains in the eyes
  • Holding books close to read or sitting to close to the TV
  • Squinting
  • Sensitivity to light
  • Burning, itching, watery eyes or inexplicable redness in the eyes

There are many different conditions that can affect the eyes.   However, the most common types of eye problems seen in children are:

  • Myopia (nearsightedness)
  • Hyperopia (farsightedness)
  • Strabismus (crossed eyes)
  • Amblyopia (lazy eye)

Most eye problems in children can be corrected if detected and treated early.  However, many problems can result in vision loss if left untreated.  With this being said, let me take this opportunity to remind you that covered employees of the Montgomery Enterprises vision plan and their covered dependents are eligible to  receive an annual eye exam with a network provider for a copay of $10.  Benefits for glasses or contacts are also available as defined by our vision plan.  To find a network provider in your area, print a copy of your ID card and find benefit information, you may visit or contact me for assistance.


Teamwork is the ability to work as a group toward a common vision, even if that vision becomes extremely blurry.  ~Author Unknown

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Name that Customer

In the world of customer service, remembering your customer’s name and details of their lives are crucial to maintaining a high level of service.  A couple of weeks ago I filled in at Hamilton to help Michelle on a busy Friday and witnessed first hand this level of service.  Before I even saw a customer about to enter the store, Michelle already had their customer card pulled in order to process their transaction.  She greeted every single customer that walked in the store by name.  Before the day was over, I felt like I was on a game show called “Name that Customer.”  The customers obviously loved and appreciated it by the looks on their faces.  I could tell that it made each of them feel like they were important which is what we should always strive to do.  Good job Michelle!!

Remember that a person’s name is, to that person, the sweetest sound in any language; it is a badge of individuality.  Remembering someone’s name could mean the difference between closing a sale or blowing the deal. It can also be the difference between making an important connection or being forgotten as soon as you leave the room.

In summary, remembering a person’s name is one of the best business moves you’ll ever make.




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Simple Pawn

I would like to recognize Melissa and Justin from Simple Pawn for going above and beyond this week.  Alex, the Simple Pawn Manager, has been in Dallas this week participating in sales training from a pawn consultant.  While he has been away, Melissa and Justin have not only been keeping up their normal duties, but also taking care of the managerial duties that fall under Alex.  Yesterday I visited the store during a busy part of the day and witnessed both of them greeting customers at the door and offering excellent customer service.  The growth we are experiencing at Simple Pawn is a direct reflection of actions like these!

Great Job!



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