Blog

The power of the frontline

Last night, my 10-year-old son, Cooper, and I swung by Park Meadows Shopping Center following his basketball practice in order to purchase an umbrella as a gift for a colleague who is relocating from Denver to New York City. (Having lived there myself, I know the value of a decent

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Serve your customers well – or someone else will

Yesterday, my son left school early complaining of itchiness and blurred vision in his right eye. I immediately suspected conjunctivitis (commonly known as “pink eye”) since his mother had just recovered days earlier from the highly contagious infection. I phoned our health care provider, Kaiser Permanente, before noon to inquire

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For better or worse, perception is reality

Over spring break, I stayed at a lodge in Breckenridge, Colorado made up of 46 privately owned upscale condominium units. Many of the units offer balconies with spectacular slope side views, spa showers, granite countertops, and high-end appliances. Imagine that you were a guest at this lodge and noticed that

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Exceptional customer service is not a zero-sum game

Last week, I delivered customer service training to the staff of a New Orleans hotel. During a table group activity midway through the class, a participant suggested providing complimentary coffee in the lobby each morning as a way to pleasantly surprise hotel guests. In response to his suggestion, I overheard

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