The Customer Service Way of Indian Hospitality

Real World Story: I just spent the last 10 days in southern India. During this second time that I’ve visited this country, I paid particular attention to the customer service at a variety of establishments, including hotels, entire villages, and even a world-renowned eye care hospital named Aravind Eye Care System. What I found was […]

Impressive customer service at the Capital Grille

Real World Story:  This year I’ve presented many dinner programs for healthcare workers at upscale restaurants. The service I’ve received at these high-end establishments has been mixed—from BAD to best. On one occasion, however, I had an experience to remember. The second I walked into Capital Grille, I was greeted by a smiling hostess who […]

Café Ingratitude

Real World Story: A friend relayed the following true story: “Two weeks ago, I took a client to one of my favorite restaurants in San Diego, Café Gratitude. I LOVE the food at this restaurant, and I love the concept of gratitude. However, my experience on this particular day was less that what I’ve come […]