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Customer Service Mapping: Observations to Improve Service

Customer service doesn’t live in an office, a book, or a manual.  It lives in each one of us and our teams every minute of every day.  We cannot set...
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3 Imperatives our Founding Fathers Knew About Leadership

There is no better day to contemplate the contributions of our Founding Fathers than on Independence...

The 4 Secrets to Leading Like You Mean It!

It all started when I needed some ice cream. You know those kind of cravings that...

Three Leadership Lessons from Shark Week

The diver entered the cage and lowered into the choppy ocean.  He adjusted the camera on...

Three Reasons Why You Need a Customer Service Officer

Without a rudder, Customer service in most organizations will fall flat. They will meander, try, attempt,...

Celebrate Your Team with the R.E.W.A.R.D. Recognition System

Folks love to know when they’ve done a great job. It energizes them. It gives them...

Stop Killing Creativity. 3 Ways to Harness Innovation for Your Guests.

If you love movies like I do, then you have heard the 10% myth. You know,...