I recently took a product into the dealer for service. The sales clerk gave me an estimated cost ($110) and a time for completion (next day by 5:00). I called the next day about 2:00 to see if the item could be picked up early. I was very pleased that it was ready. When I got to the store, I was delighted to learn that the cost was just $81.This business had practiced the time proven principle of “under promise, over deliver.” It’s easy to positively astonish your customers when you set realistic expectations and then do even better than was expected.

I took the product home and discovered that, while the principal services my product required had been completed satisfactorily, a couple of important details had been overlooked. This poured cold water on my enthusiasm for the overall experience. The problems were about that subtle quality of workmanship and called my attention away from the otherwise competent and friendly service that had been provided. To “sweat the details” is one of the important ways you move the customer experience beyond customer service to one of genuine customer care that transforms into an astonishing WOW experience that can initiate a lifetime relationship with the customer.

My son is an executive with a well-known high-tech corporation. As he follows my work in mentoring high school and college students, he frequently reminds me of the need for emphasis on S.T.E.M. or Science, Technology, Engineering, and Math. I have decided to refer to these as “future foundational.” We need to help our children and the youth of our nation get beyond their fears and reluctance about these vital topics.

I tell parents that there is math happening in every shopping trip, chemistry is always going on whenever we prepare our family meals, and you’d have a hard time changing a flat tire without physics at work. My son tells me that our nation’s security is dependent on the technical education of the upcoming generations. So, let’s put STEM in our vocabulary. It’s the stem of a plant from which the roots expand, the leaves spring, the flowers blossom, and the fruit soon hangs ready to pick.

There is a bright future for Americans as we realize how cool scientists, technologists, engineers, and mathematicians are. Watch the new PBS series, “America Revealed,” and you’ll find out.

It is the role of our government to assist us in addressing the needs of both American industry and American society. This means we must be as a nation of entrepreneurs with a collective social conscience. It’s about balance and sometimes compromise. Strict or fanatical adherence to a single ideology can lead to tunnel vision. Our challenges are many and very diverse. We are most ingenious when we consider a wide range of alternative solutions to our problems and adopt the best ideas wherever we may find these to create a comprehensive strategy for moving our nation forward.

Here are 5 from my list of 14 to help children be effective at learning and life. Start with these to move your family to the next level of lifelong learning. This is how we become the Education Nation.

1. READ: Dad/Mom, let your children see you reading!

2. SHARE: At dinnertime or other time when you’re all together, have a “learning sharing” time. As parents, lead the way by sharing something you learned that day. Invite your children to do the same.

3. CREATE: Build a family library even if it’s just one shelf in the corner of the living room. Put a sign on the wall that says “Our Family Library.”

4. ENVISION: When your children turn eight, begin taking them on periodic tours of a nearby college campus to admire the buildings and landscape. Let them begin to envision themselves walking across that campus (or a similar one) as they undertake their college educations.

5. CONNECT: Help your children make everyday connections with the principles of science and math. Shopping is about math. Changing a flat tire is about physics. Cooking is about chemistry, etc.

The forever famous author, Dale Carnegie, once said this, “Talk to a man about himself and he’ll listen for hours.” What was his message? Lest you think it was about the egotism of some men, consider that it was about service. Talking to another person (man, woman, or child) about himself or herself shows that your interest is in acknowledging and serving them. The converse would be “talking to others about yourself,” which can be a questionable brand of egotism. Another quote I remember is: “To be interesting, be interested.” The secret to lasting success (and happiness) in life is to value others and to serve them well.

Get to know your customers. Be intrigued with their stories, their success, and their aspirations. The same holds true for your family, friends, and neighbors. I once heard Tony Robbins advocate what he considered to be the most significant question you could ask another person: “What is especially important to you?”  I recently had a marketing consultant ask me just that.  He said, “Darby, above all else, what can our firm help you accomplish that would be of the highest value to you?”  I was positively blown away by the power and sincerity of his question and hired his firm to assist me. In 2012, decide who you are going to truly serve and determine how best to do it by asking them.

I appreciate the “Education Nation” theme that NBC promoted in the fall of 2011. Of all the discussions that are occurring about our economy, none are more important than the emphasis on strengthening our national security, our nation’s business competitiveness, and the financial health of our people through education. There is no more important investment than to prepare our youth for the challenging and exciting future that is theirs. And, certainly, we must stimulate economic growth so that our newly minted college graduates can begin their careers and perpetuate the American dream. We must talk the talk and walk the talk to truly be an Education Nation. Education is leverage on our hopes and aspirations.

The Preamble to the United States Constitution: Here is an opportunity to study each phrase in detail and to ponder its meaning:

“We the People of the United States, in Order to form a more perfect Union, establish Justice, insure domestic Tranquility, provide for the common defence, promote the general Welfare, and secure the Blessings of Liberty to ourselves and our Posterity, do ordain and establish this Constitution for the United States of America.”

It would sometimes seem that the goal of many Americans is to become Rich and Famous. Pop artist, Andy Warhol, predicted that, sometime in our century, each American will experience 15 minutes of fame.

Here are some of the quickest ways Americans can become rich and famous…

Inherit a fortune – Win a large legal settlement – Win the lottery – Become anointed by a celebrity – Write a best-selling book – Be an insider at the next Facebook – Get in on a multi-level marketing opportunity early – Be an American Idol. And, of course, in the spirit of Andy Warhol’s prophecy, the most truly modern way to become famous and perhaps rich is to post a YouTube video that goes viral.

You can pursue these opportunities or consider the low probability of achieving each one and choose instead to focus on the everyday joy and wonder of life.

Some gain fame through their raucous behavior; others by their righteous deeds. Perhaps the most truly significant fame is evidenced by the words of the French microbiologist, Louis Pasteur, who once said, “The future belongs to those who have done the most for suffering humanity.” It may be revealing to consider this: would you rather meet Elvis or Gandhi? Okay, that’s not a fair question. I’d like to meet both.

The goal to be famous can become a bubble that bursts. The pursuit of riches can cause us to overlook the true wealth we accumulate in terms of character, friendships, experiences, and opportunities to serve. Consider this goal: to be Happy and Smart…happy as you count your blessings and not your possessions…smart about where you choose to place your priorities. Then, one day as you reflect back on life, your memory of roses in the twilight may outshine that of brass rings in the spotlight. (See The New American Prosperity, Essay #9.)

The only thing that separates you from the competition is the service you provide.

Everyone has access to the same sources of capital, the same raw materials, and the same trading partners. No matter how innovative your product, it can be copied in weeks. No matter how “unique” your approach to the market, someone can figure it out and probably do it faster and cheaper.

The only way to stand out is your service. In the end, the only thing that will keep customers coming back is your service.

In his book, Customer Astonishment, Darby Checketts has identified 10 of the key factors that will insure customers bring their business to you rather than go somewhere else. Ignore these at your peril.

…excerpt from the foreword to Customer Astonishment by Paul B. Brown, Co-Author, Customers for Life

I have a friend who is 78-years-old and who is very active in his insurance business. He gives humanitarian service to members of our community and to others in need in faraway places. He is a most friendly and energetic person. He’s writing a book for his friends, clients, and family. As we chatted about his book, he shared his simple philosophy of life. I think I may have heard this before, but yesterday it rang especially true to me.

All you need to be happy is just three things:

1. Someone to love,

2. Something to do,

3. Something to look forward to.

So, be lovable, get to work, and set a goal–that’s 1-2-3, as simple as it can be–your life will be better as soon as you do.