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
Many companies use terms like “guest” and “partner” to convey the intimacy they have with their customers but the reality is that most employees, when given the opportunity, do not behave as though they are serving a valued guest. If you’d like to test this assertion, simply show up at
I spent a fair amount of time last month on TripAdvisor, Hotels.com, Yelp, and other websites offering hotel reviews. A majority of those reviews were written by hotel guests whose experiences were either very good or a very bad. It seems that when guests have an ordinary or typical experience,
My family and I decided to try Carino’s Italian restaurant for the first time tonight. When we entered the restaurant, we were “greeted” by the hostess with the predictable, “How many?” before being seated. Our server approached our table within a minute or two, delivering interactive menus and crayons to
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