Will one bad apple spoil the entire barrel? The answer is, it all depends where the apple is and what is causing it to be rotten. Let’s apply this to a team, or a group of people who work together to provide “Guest Astonishment.” If the leader, or in this case, new Manager does not [...]
You may think that I ride just one horse, well if it gets you where you want to go, efficiently, why not? The other day, I flew on an airline that is not my airline of choice. The person that checked me in at the counter, at 6:20am, was professional, courteous and extremely helpful. She [...]
As the holidays approach, the giant Asian factories are kicking into high gear to provide Americans with monstrous piles of cheaply produced goods — merchandise that has been produced at the expense of American labor. This year will be different. This year Americans will give the gift of genuine concern for other Americans. There is [...]
One of my early mentors, Walt Disney, said: “You can dream, create, design and build the greatest place in the world, but it takes people to make the dream a reality.” Here is a great example of that statement.
On Sunday evening my sweet wife went by a fast food place to pick up a sandwich [...]
The fact is, providing good Customer Service or what I like to call “Guest Astonishment,” is not rocket science. However, you must develop a culture that fosters exceeding expectations and you must have systems in place for Service Recovery when something does go wrong.
A few years ago, I went Mac and I won’t go back. [...]
A recent “Mystery Patient” experience was most interesting and one of the most positive interactions will surprise you. First of all, the reason a Hospital brings us in is to experience the culture of the organization from the inside out. It is a form of “Immersion Learning” that was originally introduced by Dr. [...]
“Everytime you hold your tongue when attacked or misrepresented, your spiritual power grows. Humility gives you authority. (Mt 27:12) – Rick Warren
A guest speaker said, “As i understand it, my job is to speak to you. Your job is to listen. I hope we finish together!”
Will one bad apple spoil the entire barrel? The answer is, it all depends where the apple is and what is causing it to be rotten. Let’s apply this to a team, or a group of people who work together to provide “Guest Astonishment.” If the leader, or in this case, new Manager does not [...]
You may think that I ride just one horse, well if it gets you where you want to go, efficiently, why not? The other day, I flew on an airline that is not my airline of choice. The person that checked me in at the counter, at 6:20am, was professional, courteous and extremely helpful. She [...]
As the holidays approach, the giant Asian factories are kicking into high gear to provide Americans with monstrous piles of cheaply produced goods — merchandise that has been produced at the expense of American labor. This year will be different. This year Americans will give the gift of genuine concern for other Americans. There is [...]
One of my early mentors, Walt Disney, said: “You can dream, create, design and build the greatest place in the world, but it takes people to make the dream a reality.” Here is a great example of that statement.
On Sunday evening my sweet wife went by a fast food place to pick up a sandwich [...]
The fact is, providing good Customer Service or what I like to call “Guest Astonishment,” is not rocket science. However, you must develop a culture that fosters exceeding expectations and you must have systems in place for Service Recovery when something does go wrong.
A few years ago, I went Mac and I won’t go back. [...]
A recent “Mystery Patient” experience was most interesting and one of the most positive interactions will surprise you. First of all, the reason a Hospital brings us in is to experience the culture of the organization from the inside out. It is a form of “Immersion Learning” that was originally introduced by Dr. [...]
“Everytime you hold your tongue when attacked or misrepresented, your spiritual power grows. Humility gives you authority. (Mt 27:12) – Rick Warren
A guest speaker said, “As i understand it, my job is to speak to you. Your job is to listen. I hope we finish together!”
“When it comes to the information overload – Update, then Eliminate, or you will Accumulate. Do you still have your college notes?”
“Failure is the opportunity to begin again, more intelligently” – Henry Ford
