Your game is only as good as your practice.
I never use notes, they interfere with me.
Empowerment is all about letting go so that others can get going.
When you touch - don't take. Touch people only when you are giving something - reassurance, support, encouragement, whatever
Customer service is not a department, it's everyone's job.
If you want to know why your people are not performing well, step up to the mirror and take a peek.