We’d all like to be super heroes – set apart with amazing abilities that can surprise and delight mere mortals. What if I told you that you could develop a skill that might make you look as though you had a super power? Interested? When you develop a...
Businesses often spend too much time looking at things strictly from a financial point of view. While that ensures a product, process, and model that delivers upon financial metrics and performance, it doesn’t always produce experiences that focus on the Guest....
One of the reasons I love thanksgiving (and the holidays in general) so much is it is all about connection. It is about reconnecting with folks you’ve lost touch with. It’s about taking the time to consider what matters most. It’s also a time to take...
Great leaders ask great questions. Leaders with tremendous legacies inspire everyone to ask questions. So often in organizations people lack the basic curiosity needed to find greatness. They settle for answers that feed their agendas, their egos, or both. ...
Well trained team members give the very best Guest service. Too often when you have a sub-par service you can likely look across the counter and deduce that the person serving you is new or under-trained – or both. Businesses have been slow to embrace that...
