Recently we purchased a new house and embarked on a renovation adventure. Which meant an awful lot of time spent at home-improvement superstores. This presented a unique opportunity to develop a deep relationship with a few locations. As...
Training is absolutely the key to it all. When you receive an amazing experience and quality service, you have training to thank. Sure process and a great product are key, but there is no substitute for training. The price of training is high – but...
Hassles and inconveniences are not only dissatisfiers for your Guests, but for your team as well. When employees have to work too hard to do their jobs they tend to give up. They tend to get frustrated. Then they tend to take that out on their Guests....
Walt Disney is one of my heroes. December 5th is his birthday, and every year on this day I like to take a moment to consider the impact he had on those of us in the entertainment and service businesses. He is an icon, a role model, and absolutely an inspiration. But...
Thanksgiving is the most unassuming of holidays. It heralds in the holiday season and a marked uptick in civility and courtesy in the universe. It doesn’t ask anything except for families to gather and spend time together – and indulge their love of pumpkin pie. It...
