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Not all Thank You’s are created equal
I’ve recently been asked by several clients to deliver presentations to their organizations on the power of appreciation. It appears that companies are starting to realize more and more that a little appreciation can help to engage, RECOGNIZE, and encourage employees...
Do you picture yourself as a leader on a new horizon?
Being a leader is position of ongoing personal evolution and continuous hard work. And it takes a lot of extending ourselves into areas that are, at first, uncomfortable. But, we can turn that discomfort into opportunites to think in new ways and do things in a new...
Four Seasons Hotels: the Superior Service Super Stars
I consider myself a well-seasoned traveler. Throughout the last 15 years, I have experienced the full gamut of hotel customer service. And quite frankly, not all hotels live up to the great standards they claim. Because of so many disappointments and let downs while...
From Mediterranean to Mediocre: how a restaurant bellyflopped
The restaurant business is an unforgiving business. Success rates are low, competition is fierce, and reputation is everything. But, you can take measures to ensure that your restaurant — or any other type of business, really — doesn’t bellyflop because of bad...
The Royal Treatment at the Dairy Queen
A recent human-interest story spread across the viral airwaves, in which a Dairy Queen manager forced a customer out of his store for stealing money from a blind person. Click on the link that follows for the full story:...
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