Leadership is a balance between plan and improvisation. Between thinking and reflex. Too far one way and you are sluggish. Too far the other and you are reckless. Most great leaders understand this dance and embrace it. They realize that not everything can...
Guests will get frustrated. They will complain at some point about lackluster service or products. They will end up speaking to you or your team about why they are upset and what they want to make up for it. And sometimes they are even right. The one thing...
Memorial Day has its roots as far back as 1868 and became an official holiday in 1971. This is a day for honoring those who served and died in our armed forces and is a sobering reminder of sacrifice and honor. This holiday is a time for all of us to take a...
Businesses love the busy seasons. For many this is represented by November and December – but often many organizations find that they have a real uptick during the summer months as well. When you think about amusement parks, zoos, home improvement, and the...
We have all seen the videos. We have all cringed as we see the airlines continue to misbehave. We have seen folks removed from planes, families disrespected, and bargain airlines take pride in their lack of Customer service. Now let’s begin by clearing the...
