My plane was hours late. I arrived at the hotel tired and cranky. A major head cold (and possibly fever) was brewing and worst of all I hadn’t eaten any dinner, and was hungry. As I approached the hotel coffee shop I saw a woman at the cash register. She was counting money. I…
Steve Jobs taught us much about destiny, design and why connect the dots. (“You can’t connect the dots moving forward, you can only connect them looking backward.”) I remember reading the commencement speech he made in 2005 at Stamford and went back to read again what he said, describing his own life and his…
When it comes to good service, or being in good hands, I guess I’m lucky. I actually expect to see some good service out there in the world, and I often do. We get what we focus on and perhaps I look a little harder than most to see it. It was really easy…
I love my travel agent Susan. I love my hairdresser Tonja. I love my IPOD. I love my wish list and one click ordering on Amazon. Seems like a lot of other people love the convenience of Amazon too. It was just rated #1 – the top brand in a list of 20 brands rated…
10 Years ago at this time I was in shock. I was in Miami, and had just finished a very successful early morning (7AM) workshop with a banking client and was headed up to the CEOs office for a debrief and discussion of the series of workshops we had created to get people excited about…
In my last tip I shared my discovery of “Happiness Happens” month (August) and since we are still in it, I’m still on topic. You know of course, that it’s my favorite topic, especially when paired with the word “Customer”. There’s a reason I called my website “Return on Happiness” and that’s because after…
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