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I’ve got good news for you. You’re late.
TweetIt’s happened to most of us. Your appointment ran a bit longer than expected. You check your watch. You know it’s going to be close. There is a sense of urgency as you plan your route to your...
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An experiment in customer service
TweetThe other day I took a cab from McCarran International Airport in Las Vegas to my hotel on The Strip. About 10 minutes into the drive, I struck up a conversation with the cab driver about the...
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Service Elevated!
TweetOver the years, I’ve had conversations with hundreds of frontline employees in the service industry. All of these employees were passionate about something but, more often than not, their passion...
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Insider information
TweetLast Wednesday, I learned that a friend of mine was traveling from California to Marriott’s Marco Island Florida Resort & Spa to attend a coaching conference. Christopher and I both invested...
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Customers remember pleasant surprises
TweetThe other day I went through the line at my local supermarket with, among other items, an open bag of potato chips. (Potato chips weren’t even on my shopping list but they looked so good and...
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