MAGIC® Insights
Inspiring Exceptional Service Cultures
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stands for Make A Great Impression on the Customer.
Helping You Create a Great Customer Experience

In This Issue

Letter from the Editor

The Power of Words:
Five Ways to Express and Cultivate Positive Emotions

The Seven Veils of Curiosity and 10 Benefits
of Embracing it in Your Culture
Sum Up Your Vision in
Six Words

What's New at Communico?
Another Fun Reinforcement Puzzle - #19

About Us
Communico helps organizations build and sustain exceptional service cultures. With our MAGIC® system of training and consulting services, we collaborate with you to measurably improve your customer and employee experiences.

To download a free chapter of our book, How to Talk to Customers, and learn more, click here.
MAGIC is a registered trademark of Communico Ltd.


Letter from the Editor

You’ve probably heard a lot of speeches during your career. Most likely, they addressed practical topics such as goal-setting, responsibility, or perseverance. Some may have been interesting or educational, but a select few may have been inspirational.

Shonda Rhimes, creator, executive producer and writer of the television series Grey's Anatomy, gave a unique commencement address at a Dartmouth graduation. Consider the following three lessons she shared, and what you’ll do differently as a result:
Lesson One: Ditch the dream and be a doer, not a dreamer.
Maybe you know exactly what it is you dream of being, or maybe you're paralyzed because you have no idea what your passion is. The truth is; it doesn't matter. You don't have to know. You just have to keep moving forward. It doesn't have to fit your vision of the perfect job or the perfect life. Perfect is boring and dreams are not real. Just ... do.
I did not dream of being a TV writer. I wanted to be Nobel Prize-winning author, Toni Morrison. I blue sky'ed it like crazy. And while I was dreaming, I was living in my sister's basement. Dreamers often end up living in the basements of relatives.
Lesson Two:  Anyone who tells you they are doing it all perfectly is a liar.
Whenever you see me succeeding in one area of my life, that almost certainly means I am failing in another area of my life. You never feel a hundred percent OK.  Something is always lost. Something is always missing.
The woman I am because I get to run Shondaland, because I get to write all day, because I get to spend my days making things up…that woman is a better person—and a better mother. Because that woman is happy. That woman is fulfilled. That woman is whole. I wouldn't want them to know the me who didn't get to do this all day long. I wouldn't want them to know the me who wasn't doing.
Lesson Three:  Be brave; Be amazing; Be worthy
Every single time you get a chance, stand up in front of people. Let them see you. Speak. Be heard. Let your heart beat so, so fast. Watch everything move in slow motion. And this is really the only lesson you'll ever need to know ...You take it in. You feel alive. You truly finally always be yourself.
You are no longer students. You are no longer works in progress. You are now citizens of the real world. You have a responsibility to become a person worthy of joining and contributing to society. Because who you are today ... that's who you are.
So be brave. Be amazing. Be worthy. And every single time you get a chance? And this is really the only lesson you'll ever need to know...You take it in. You breathe this rare air. You feel alive. You be yourself. You truly finally always be yourself.
—Shonda Rhimes
Television Producer, Writer and Author
The Power of Words
Words have the power to bring out the best or the worst in us. They impact others’ perception and trust in you. They can lift up, or tear down…it’s always our choice.

Read on to learn five ways to express and cultivate positive emotions, and make a great impression every time.
The Seven Veils of Curiosity and 10 Benefits of Embracing it in Your Culture
Curiosity has the “power to change behavior for the better,” no matter your age, according to the American Psychological Association. Most studies show that curiosity is a positive trait. However, some of us are incurious.

Read on to reveal the seven veils of curiosity and ten reasons to embed it in your culture.
Sum Up Your Vision in Six Words
Ernest Hemingway’s colleagues challenged him to write a story in just six words. He responded with “For sale. Baby shoes. Never worn.”  Smith College took this idea and introduced the Six-Word Memoir® Project.

Continue on to read some inspiring and humorous memoirs, and consider your six-word vision for next year.
What's New at Communico
Or rather, "Who's New at Communico"? We are pleased to introduce two new members to the Communico Team.

Nancy Dickison, fulfillment associate, joined us September 22. She has very strong organizational skills, and we know she’ll make a difference to our Fulfillment area.

Nancy can be reached at or, ext. 102.  

Mary Esser, vice president/relationship manager, started on September 26th, and brings over 20 years of experience in the leadership and organizational development area. We’ll benefit from her knowledge in the industry and fresh thinking about improving customer and employee engagement.

Mary can be reached at; x 101.
Reinforcement Puzzle #19
Try your hand at Word Scrambles, Crossword Puzzles, Logic Games and more. Use them to support your training, stimulate thinking and reinforce MAGIC® principles. Fill them out on your own, or use them for a lively team challenge.

If you'd like to test your knowledge and puzzle prowess, click here to view the latest puzzle.