Yesterday, at my son’s football camp, I noticed that whenever he went out for a pass during scrimmage, he’d stop, wave his arms wildly, and call out to the quarterback, “I’m open! I’m open!” The quarterback would glance in Cooper’s direction and see what the rest of us saw—the defender
Do you pay attention to the greetings and farewells you receive as a customer? I do. Here are a few that I’ve received lately: Last weekend, as I pulled up to the Krispy Kreme drive-thru window, this was my greeting: “$16.65” That was it. I was greeted with the total
I recently came across a list of attributes possessed by volunteers—whether candy stripers at a local hospital, political activists along the campaign trail or parents donating their time at their children’s elementary school. The list included: Passion: Authentic energy and enthusiasm in support of a cause Commitment: The act of
In the 1990s, I worked for a hands-on general manager named Mark Conklin who frequently attended morning pre-shift meetings throughout the hotel. At one such meeting in the housekeeping department, I was invited to deliver a short presentation on delighters—those “little extras” that would pleasantly surprise or even “Wow!” hotel
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