Last month I presented three breakout sessions at a client’s annual leadership meeting near Chicago. The meeting was held at the Loews Chicago O’Hare Hotel and the audio-visual production company was PSAV. First, let me say that I’ve worked with top-tier A/V production companies on large stages from New York
Over Memorial Day weekend, I brought my son to a two-day basketball camp in Lakewood, CO. The first day, we stopped by an independent coffee shop (flanked to the north and south by Starbucks) where I ordered a double espresso in a ceramic cup for dine-in. Cooper and I then
In my reading, I’ve come across three unique words that have expanded my customer service vocabulary and, for me, reinforce various aspects of exceptional customer service: cosset, lagniappe, and bespoke. A word of caution: William Strunk, Jr. and E.B. White in their perennial book, Elements of Style, said, “Do not
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