Steve Ferrante's High Performance Blog for Sales/Customer Service/Leadership Champs and Progressive Professionals!

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High-Achievers and Olympic Athletes: A Shared Path to Excellence

High-achievers in business and Olympic athletes share remarkable commonalities that drive their success. Despite their different arenas, both groups exhibit traits and behaviors that pave the way for extraordinary accomplishments.

Detailed below are my top three similarities between high-achievers and Olympic athletes. These fundamental traits drive extraordinary accomplishments and, by embracing these principles, individuals in any field can aspire to achieve greatness!

  1. Unyielding Discipline

Discipline is the backbone of success for both high-achievers and Olympic athletes. In the corporate world, high-achievers typically maintain a strict schedule, balancing meetings, strategy sessions, and continuous learning. They understand that consistency in their daily routines is crucial for long-term success.

Similarly, Olympic athletes follow rigorous training regimens, often starting their days before dawn to perfect their skills and build endurance. Whether it’s a sales executive preparing for a major presentation or an athlete training for a competition, the discipline they demonstrate is the foundation for their achievements.

  1. Resilience and Adaptability

Resilience is a defining trait that both high-achievers and Olympic athletes possess in abundance. The path to success is rarely linear, and setbacks are inevitable. High-achievers face challenges such as failed projects, market downturns, and strategic missteps. Instead of being deterred, they adapt, learn from their experiences, and pivot towards new opportunities.

Olympic athletes, too, encounter injuries, losses, and intense competition. Their ability to recover, adjust their training, and maintain focus on their goals exemplifies resilience. Both groups demonstrate that the ability to bounce back from adversity is crucial for reaching the pinnacle of their fields.

  1. Clear Goal Setting and Vision

Both high-achievers and Olympic athletes excel in setting and pursuing clear, ambitious goals. High-achievers define their career objectives with precision, creating actionable plans to achieve them. They visualize their success, breaking down long-term goals into manageable steps. This strategic approach enables them to stay focused and motivated.

Similarly, Olympic athletes set their sights on medals and records, developing detailed training plans to reach these milestones. Their vision of success drives their daily efforts, ensuring that every action aligns with their ultimate objectives. This clarity of purpose is a key factor in their sustained excellence.

Steve

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Unlocking Greatness: The Power of a Champion Mindset for Unstoppable Success

In the pursuit of excellence, the mindset we cultivate can be the defining factor that propels us toward our goals or leaves us short of achieving them.

A champion mindset, characterized by resilience, unwavering determination, and a relentless pursuit of growth, is essential for success in any field. This mentality goes beyond natural talent or luck; it embodies a proactive approach to challenges, a commitment to continuous improvement, and the ability to maintain focus and motivation in the face of adversity.

By adopting a champion mindset, individuals not only enhance their chances of achieving their personal and professional aspirations but also inspire those around them to strive for greatness.

The Enemy Within

The most formidable adversary to accomplishment often lies within our own minds. A loser mentality, characterized by self-doubt, fear of failure, and a fixed mindset, stands as the antithesis to the champion mindset. This detrimental mindset not only undermines potential but also breeds complacency and resignation in the face of challenges.

By recognizing and combating the toxic traits of a loser mentality, individuals can pave the way for growth and success.

Notice The Difference

The difference between a champion and loser mentality is often characterized by attitudes, behaviors, and approaches to challenges and opportunities. Here are some key distinctions:

Champion Mentality:

  1. Growth Mindset: Believes abilities and intelligence can be developed through dedication and hard work.
  2. Resilience: Bounces back from setbacks, viewing failures as learning opportunities.
  3. Positive Attitude: Maintains an optimistic outlook, even in difficult situations.
  4. Goal-Oriented: Sets clear, achievable goals and works diligently towards them.
  5. Self-Discipline: Stays focused and committed to their tasks and objectives.
  6. Proactive: Takes initiative and responsibility for their actions and decisions.
  7. Adaptability: Welcomes change and is willing to adjust strategies as needed.
  8. Embraces Challenges: Sees challenges as opportunities to improve and develop new skills. Will seek out resources and support to succeed.

Loser Mentality:

  1. Fixed Mindset: Believes abilities and intelligence are static and cannot be changed.
  2. Easily Discouraged: Gives up easily when faced with obstacles or failures.
  3. Negative Attitude: Tends to focus on problems and what can go wrong.
  4. Lack of Goals: May lack clear goals or have vague, unrealistic ones.
  5. Lack of Self-Discipline: Struggles with focus and commitment, easily distracted.
  6. Reactive: Waits for things to happen rather than making things happen.
  7. Resistance to Change: Prefers to stay within comfort zones and avoids change.
  8. Avoids Challenges: Shys away from difficult tasks and avoids taking risks, leading them to procrastinate or abandon due to fear of failure.

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Impact:

  • Career: A champion mentality can lead to career advancement, recognition, and personal growth, while a loser mentality can result in stagnation and missed opportunities.
  • Personal Life: In personal relationships and self-improvement efforts, a champion mentality fosters growth and resilience, whereas a loser mentality can lead to dissatisfaction and a lack of progress.

Overall, a champion mentality is a key driver of personal growth, making it an invaluable asset in your quest for success!

Steve

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Customer Service Lessons from the 4th of July

As we celebrate the 4th of July, a day that commemorates the birth of American independence, it’s an ideal time to reflect on how the values associated with this historic occasion align with proper customer service.

The principles of freedom, unity, and community, which are at the heart of Independence Day, are crucial to delivering exceptional customer service:

The Freedom to Choose

Independence Day is a celebration of freedom—freedom from oppression and the right to self-determination. With regard to customer service, this translates to providing customers with choices and flexibility. Today’s customers seek autonomy in their interactions with businesses. They appreciate being able to choose from a variety of products, services, and solutions tailored to their unique needs.

Empowering customers means offering them options and respecting their preferences. Whether it’s through personalized service plans, flexible return policies, or multiple communication channels, giving customers the freedom to choose enhances their satisfaction and loyalty. For instance, allowing customers to decide how they receive support—be it via phone, email, chat, or social media—can significantly improve their experience.

The Power of Unity and Teamwork

The success of the American Revolution was built on unity and teamwork. Our Founding Fathers came together with a common goal, demonstrating the power of collaboration. In customer service, teamwork is equally important. A cohesive team can address customer needs more efficiently and provide a seamless experience.

Encouraging collaboration among team members leads to better problem-solving and innovation. When team members work together, they can share insights, learn from each other, and develop best practices. This unified approach not only enhances service quality but also builds a supportive work environment where employees feel valued and motivated.

Fostering a Sense of Community

The 4th of July brings people together, fostering a sense of community and belonging. This sense of community can be mirrored in customer service by creating a welcoming and inclusive environment for customers. When customers feel like they are part of a community, they are more likely to engage with and remain loyal to a brand.

Building a community involves more than just providing excellent service; it requires active engagement and meaningful interactions. Listening to customers, understanding their needs, and showing a genuine interest in their feedback. By nurturing a community, you transform customers into advocates who are enthusiastic about your brand.

Celebrating Achievements

Celebration is a key element of the 4th of July, with fireworks, parades, and gatherings highlighting the holiday. In customer service, celebrating achievements—both big and small—can have a profound impact. Recognize and reward loyal customers for their continued patronage. Celebrate milestones such as anniversaries, significant purchases, or personal achievements within the customer’s journey with our brand.

Similarly, you should acknowledge and celebrate the contributions of our sales/service team. Recognizing team members for their hard work and dedication boosts morale and encourages a culture of excellence. When employees feel appreciated, they are more likely to go above and beyond to delight customers.

Conclusion

The 4th of July is more than just a historical event; it’s a reminder of the values that can elevate your customer service. By embracing the principles of freedom, unity, community, and celebration, your business can create experiences that are not only valued by customers but also fulfilling for team members.

Steve

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A Beautiful Place May Bring Customers in but It’s Not Enough to Bring Them Back

Walt-Disney-it-takes-people-to-make-the-dream-a-reality

I have been regularly referencing Walt Disney’s “You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality” quote since I started my training business in 2005. To use Walt’s terms, there are many ‘wonderful places’ delivering less-than-great, and sometimes just plain poor, customer experiences.

Sadly, this recent account has joined my list of wonderful places diminished by a disappointing customer experience.

2 Tickets to Paradise…

To celebrate our upcoming 20th wedding anniversary, we decided to leave our teenage kids home and take a long weekend to somewhere special that we had never been before.  After much research and deliberation, we decided on the Waldorf Astoria Casa Marina Resort in Key West. As you can see on their site here, the place is just beautiful.

A gorgeous setting and that world-renowned Waldorf Astoria name set high expectations for a top-notch customer experience. What could possibly go wrong in paradise?

Here’s a few examples that left us with less-than-happy memories:

 1) Special Requests

Preparing for our arrival, the Casa Marina emailed me a reservation confirmation with details on the resort and included a request on any “special occasion” that we may be celebrating on our visit.  Using this “Pre-Arrival Assistance” form, I informed that we would be visiting for our 20th Wedding Anniversary. I fulfilled a similar request at the Casablanca Hotel in Times Square for our 15th Anniversary and fondly recall how we were welcomed appropriately (“Happy Anniversary!”) by the check-in staff and pleasantly surprised by a bottle of champagne and card in our room.

Apparently, this was ignored as nothing was ever mentioned or offered during our entire stay. I know what you’re thinking.. they never received the request. They would never ignore it and, in fact, had they received it then no doubt they would go to great lengths to ensure it was acted upon. That what I was thinking too but, as I later discovered, this was only the beginning of a troubling trend. 

 2) The Beach Incident

First off, if anyone ever asks you if you want to drive from Miami to Key West… SAY NO. Anticipating a pleasant scenic drive for 3 or so hours, we decided to fly to Miami International Airport and drive to Key West. Ended up being a 5+ hour mostly stop n’ go ride with plenty of time spent traveling traffic light to traffic light in, you guessed it, traffic. Of course, the resort awaiting us had absolutely nothing to do with our experience at this point.

Then, finally, we arrived.

After our surprisingly unceremonious check-in (see #1), all we wanted to do is relax so, after a brief room pit-stop, we visited the private beach.  Around 5:45 at this point, the beach was fairly empty with plenty of chairs and cabana beds available.  Not ones to pass up an opportunity to be extra cozy, we laid out on one of the cabana beds. I was dozing off rather blissfully when, not 15 minutes later, a resort employee abruptly asked us to get up so they could move all the chairs back for beach grooming later (not right then). I sat up in bewilderment… there were easily a few dozen other chairs/beds spread about that they could of moved before even considering disrupting our peace. Not a good second impression of service..

3) Breakfast On Us

Our first morning there, we decided to walk the 1.5 miles or so down to Duval St. and had breakfast at a funky little restaurant there. Pretty good eats for about $40 with tip. 

The next day we decided to stay onsite and have breakfast at the resort. Upon checking-in with the hostess, she advised that their rather extensive breakfast buffet was included in the package I had already paid for when I made our reservation. Well now, wouldn’t that have been a nice reminder at check-in? “Mr. Ferrante, I see you have purchased the package that includes our buffet breakfast. It’s really great and served just around the corner in our main dining area with additional seating on our outdoor patio. The hostess will be expecting you. Enjoy!”

Instead of that, nothing.

It’s worth noting that I regularly stay at Marriott’s all over the map for business, and occasional pleasure, travel. I cannot recall the last time the check-in staff did not welcome me as a Marriott Rewards member and inform me of their free breakfast. The Casa Marina is part of the Hilton Honors program that I have been a long-standing member of. Although my reservation had my Honors number on it, my membership never came up and there was certainly no distinction between ours and non-members service.  

4) We Don’t Give A Tweet

As I often do with poor customer service interactions, I broadcast the post below on Twitter and included the resort wondering if anyone was paying attention there.  

The next day after incident # 3.. 

Apparently no one was paying attention as no reply was received on either tweet. Compare this lack of response to my recent experience at the Marriott and it becomes painfully apparent that there is a valuable customer service component lacking at this establishment. 

Upon departure, I requested to speak with the resort manager to discuss our experience and, when he could not be found, the front desk employee cordially provided his business card. I emailed him, along with Hilton Honors customer service, a detailed account of our experience. When no reply was received, I forwarded the email to them again requesting feedback for this article. That was 3 weeks ago now. No reply has been received.

A beautiful place may bring customers in but their experience is what brings them back

The Gap Between Us  

The gap between a business and the loyal advocates they desire is the experience customers have when interacting with the brand. Every service interaction will either add or subtract from the customer’s overall experience. If poor interactions outweigh the good ones, as was the case here, then the customer’s memory of their experience will be tarnished and the likelihood of securing their future business jeopardized. 

Successful customer service interactions are dependent on the employees tasked to deliver them and whether or not they demonstrate PRIDE on the job. 

Still, even when PRIDE is present, employees can be limited by the organization itself, not having a true customer service culture and/or not being properly trained on what to do (and how to do it) to effectively contribute to it. Reflecting on our time at Casa Marina, I suspect this played a major role in the service shortcomings we experienced. 

Ultimately, it doesn’t matter how nice your business looks if your service is substandard. As Walt Disney said, People make the difference.

Steve

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Doubt is the Enemy of Success

When it comes to success in any endeavor, doubt stands in stark contrast to belief. While belief propels individuals forward with confidence and conviction, doubt undermines their efforts and stifles progress. When doubt creeps into the minds of individuals it casts shadows of uncertainty over their abilities and goals. It erodes confidence, causing hesitation and indecision, ultimately hindering action and achievement.

In essence, doubt is the enemy of success, impeding personal growth and inhibiting the realization of one’s full potential. Therefore, while belief serves as a catalyst for success, doubt serves as its adversary, threatening to derail even the most determined individuals from reaching their goals.

Having spent the past 30 years in business consulting and having trained well over 10,000 professionals since starting my own consultancy in 2005, I have found that most failures are from those who doubted they would succeed to begin with.

Often this self-sabotaging is subconscious with the offender not even being aware of the doubt trap they created. As an example, a few years ago I was a featured speaker at an annual conference for a large service industry association. As anticipated, there were about 400 members in attendance. After my presentation, a couple dozen or so attendees came up to say hello, ask questions, retrieve my business card, etc. While chatting, a woman remarked, “I don’t know how you do it… I could never speak in front of hundreds of people.” Predicting her predicament I asked, “do you often speak to large groups like this?” “No never, I’m a terrible public speaker,” she pleaded.

Likewise, I’m a terrible astronaut, an atrocious brain surgeon, and simply stink at a whole bunch of other things I’ve never tried to do or be.

So, if you ever say (or think) you’re not good at something you’ve never done, recognize that you’re setting yourself up to fail.  On the plus-side, you have also identified your first step in recovery.

Believe to Achieve

Belief serves as the foundation upon which high achievers build their aspirations and goals. These individuals cultivate a deep-seated confidence in themselves, their abilities, and their vision, enabling them to persist in the face of adversity and setbacks.

Belief fuels high achievers’ determination, driving them to push beyond their comfort zones and embrace challenges as opportunities for growth. Moreover, their unwavering belief in their potential fosters resilience, allowing them to bounce back from failures with renewed energy and determination.

In summary, you have to believe to achieve. No doubt about it.

Steve

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Being Unremarkable is Bad for Business

Unless you are somehow fortunate enough to have a one-of-a-kind product and/or no competition in your market space, then being remarkable matters.

As consumers, we are constantly bombarded with advertising and marketing messages. Precious few of those messages make it through all the noise and stand out in our minds. They’re unremarkable.

As I wrote about in How to Fail in Your Business, Consumer research has shown that approximately seven out of 10 customers leave a business because of indifference. They feel like “just another transaction” and have no emotional engagement with the business.

As your potential customers shop around with very little to distinguish one business from the next, they naturally default to the cheapest price for the product or service they’re seeking. Losing on price or discounting is perhaps the single biggest consequence businesses suffer for being unremarkable.

While every business is capable of being remarkable, only a small minority actually achieve it. The majority play it safe, stick to the norm, and deliver ordinary unremarkable customer experiences.

Always Remember…

Most businesses are perceived as ordinary, and this contributes greatly to the ordinary (unremarkable) results they typically realize.

The fact is nothing perceived as ordinary is ever valued as something special.

As I wrote in Would You Buy You?, YOU have a choice in the way you perceive yourself, manage yourself and, ultimately, sell yourself to others.

So, ask yourself, is our business truly remarkable? How do we look, sound and feel from the customers point-of-view? Do we stand out in a positive way, or do we simply blend in and fade away as just another (fill in your business type) in our market?

Here’s a great example of a business (Ember) that is rising above the ordinary with a remarkable ad for their product:

At the end of the day, a business’s success is largely determined by its ability to stand out from its competitors and attract more customers. Being unremarkable just won’t cut it.

Make a Great Day!

Steve

Seeking a remarkable sales/customer experience model? I can definitely help you! Contact me direct at steve@pinnacleperformancetraining.biz

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6 Resolutions for a More Successful New Year!

Here’s a timely article I originally published in 2015. Although the year has been updated here, my advice remains the same…

6 Resolutions for a More Successful New Year!

As we end 2023, we arrive at the intersection of a new beginning, a clean slate and an opportunity to be even better in the new year.

While the majority of New Year’s resolutions tend to fade away by the time February rolls around, here’s six I hope stay with you for greater success and improved well-being in 2024 and beyond.

In 2024, I resolve to:

1) Focus On What I Can Control

More often than not, we experience grief, anxiety and/or frustration from situations that are beyond our control. Obviously, this is counterproductive. In 2024, minimize external issues and focus on your attitude (see #5), your behaviors (what you do) and your execution (how you do it) to best control your destiny.

2) Be Grateful

Gratitude is the best attitude for success. Grateful individuals focus on the positive aspects of life/work and do not take them for granted. They express heartfelt thanks and appreciation to others and their genuine gratitude positively attracts others to them.

3) Be a Student of My Profession

High-achievers, in any occupation, are true students of their profession. For sales/customer service professionals, realize that you are in the people business first and your product/services second. That means learning everything you can about improving your ‘people skills’ to better communicate and connect with people, build rapport, trust and relationships. Pinnacle Performers continuously invest in themselves through training, reading and professional development to further their skill set.

4) Exercise Regularly

This is perhaps the most neglected New Year’s resolution of all time. Although the vast majority of folks do not stick with their resolution to exercise regularly the benefits of doing so are indisputable.  Regular exercise improves heart-lung and muscle fitness, helps prevent heart disease and diabetes, relieves stress, improves sleep, controls weight and generally improves your chances of living longer and healthier. 

5) Be Happy

As I often say, positive attracts positive in everything you do. You will certainly gain far more in 2024 being happy than you would being miserable. It has been said that the ‘grand essentials’ of happiness are something to do, something to love, and something to hope for. For greater success in 2024, make sure you’re aligned with these essentials and be happy.

6) Make Each Day Count

The Champ Himself, Muhammad Ali, once said “Don’t count the days, make the days count”. This principle is directly applicable to having a more successful year… don’t count the days on the calendar, make each day on the calendar count. When you commit to making each day a success your year will take care of itself!

All The Best to You for Success In 2024!

Steve

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Why Winners Don’t “Rise and Shine”

As a long-standing resident of Planet Earth, no doubt you’re familiar with the expression “Rise and Shine”.

Well I’m here to set the record straight once and for all…

The expression has been bantered about likely as long as folks have been sleeping, a very long time indeed.

In the literal sense, “Rise and Shine” means ‘get your butt out of bed and be lively and energetic’!

So, are most folks doing that? More personally, are YOU doing that? If you’ve been working somewhere you’re not particularly enthused about after you rise then the odds of you ‘shining’ there are quite low.

Sadly, countless companies across the globe are populated by the walking dead… zombie employees dragging themselves through the day. All rise, no shine.

Often, the problem stems from a poor corporate culture lacking effective leadership. More on that here > Eight Great Practices for Creating a Winning Team Corporate Culture

In any event, with regards to high “Pinnacle Performance” achievement, the expression itself is backwards…

One does not merely rise and shine.

A living testament to this, I was rising for years and wasn’t shining much at all. It simply doesn’t work like that.

To truly shine, you must first be excellent at what you do. Once you master your craft you will ‘shine’ and, once you do, you will most certainly rise to higher levels of success.

Like the song says…

When you truly ‘shine’…

Your customers will notice (You’ll improve relationships and increase sales)

Your team will notice (You’ll set the winning example for all)

Your employer will notice (You’ll stand out and position yourself for promotion)

So please… Don’t rise and shine… Shine and Rise!

Steve

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Being Unremarkable is Bad for Business

Unless you are somehow fortunate enough to have a one-of-a-kind product and/or no competition in your market space, then being remarkable matters.

As consumers, we are constantly bombarded with advertising and marketing messages. Precious few of those messages make it through all the noise and stand out in our minds. They’re unremarkable.

As I wrote about in How to Fail in Your Business, Consumer research has shown that approximately seven out of 10 customers leave a business because of indifference. They feel like “just another transaction” and have no emotional engagement with the business.

As your potential customers shop around with very little to distinguish one business from the next, they naturally default to the cheapest price for the product or service they’re seeking. Losing on price or discounting is perhaps the single biggest consequence businesses suffer for being unremarkable.

While every business is capable of being remarkable, only a small minority actually achieve it. The majority play it safe, stick to the norm, and deliver ordinary unremarkable customer experiences.

Always Remember…

Most businesses are perceived as ordinary and this contributes greatly to the ordinary (unremarkable) results they typically realize.

The fact is, nothing perceived as ordinary is ever valued as something special.

As I wrote in Would You Buy You?, YOU have a choice in the way you perceive yourself, manage yourself and, ultimately, sell yourself to others.

So ask yourself, is our business truly remarkable? How do we look, sound and feel from the customers point-of-view? Do we stand out in a positive way or do we simply blend in and fade away as just another (fill in your business type) in our market?

Here’s a great example of a business (Ember) that is standing out with not only an innovative product but a remarkable ad for that product.

At the end of the day, a business’s success is largely determined by it’s ability to stand out from it’s competitors and attract more customers. Being unremarkable just won’t cut it.

Make a Great Day!

Steve

Seeking a remarkable sales strategy, customer experience model, and/or workplace culture? I can definitely help you! Contact me direct at steve@pinnacleperformancetraining.biz

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Either the Obstacle Wins or You Do

We all love rooting for the underdog. That person or team that defies the odds and finds a way to win.

My personal favorite example is the 1980 USA Olympic hockey team that defeated the Soviet Union 4–3 during the medal round of the men’s hockey tournament. As the four-time defending gold medalist, the Soviet Union was heavily favored to win. Now, the “Miracle on Ice” is forever etched in the memories of sports fans as one of the greatest sporting events of all-time.

While it’s awesome to bring home the gold medal, overcoming challenges and beating the odds isn’t always about coming in first place. It’s about the will to win and having the determination to succeed despite the obstacles in your path.

An outstanding example of this is Alicia Follmar. As a runner for Stanford, she accidentally tripped just over a lap into a race and was trampled by other runners. Hurt and seemingly out of contention, most people would of simply given up.  Alicia got up and finished the race in 3rd place.

You can read about the event here > stanfordmag/indomitable

Overcoming adversity is one of the true measures of a persons character. If you have not endured adversity and have somehow taken the perfect path to success then good for you.

And potentially bad for you too…

When obstacles block your path will you have the resiliency, grit and determination to overcome them and succeed? 

The ability to overcome adversity is a common characteristic of high-achievers. Whereas the average person’s progress is hindered (or halted) by adversity, high-achiever’s view the same challenges as obstacles to overcome on the way to their goal.

Ultimately, the underdog wins because they rise to the challenge and defeat it.

Some say these high-achievers are simply programmed differently. I say we’re all capable of programming ourselves to achieve greater results, be it on the playing field or in our work.

One thing is certain…

Either the obstacle wins, or you do.

Steve

** For many more Pinnacle Performance Quotes, please visit > Steve’s Pinnacle Performance Quotes

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