My grandmother used to tell me that if I was talking, I wasn’t learning anything. That’s sage advice because much of what is wrong with service and leadership have to do with a lack of listening to understand. That typically is applied to instances...
Customer Service week begins Monday, October 1st. It’s a chance to celebrate those who serve and their impact on the Guest experience. This is particularly relevant in our experience economy. How organizations treat their teams directly impacts how they will...
I stopped into a quick service burger joint a few days ago. I wish I could say that I was lost or that I never go to those places or that I was just looking for kale, but none of that would be true. I love a good cheeseburger and on this particular day I was visiting...
I had an English teacher in high school who always said “words have meaning.” Now Ms. Jackson had many impacts on my academic career – she inspired my love of writing, gave me an outlet for my creativity, and most importantly, she taught me that you...
I was entering a convention center this week and I watched the arriving group as they walked up to the building. To put it in perspective, this was a massive event. The excitement in the air was palpable and the building was covered in colorful banners...
