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
The week before Christmas, I brought my car in for maintenance. The dealership offers both a waiting area as well as a shuttle service to take you to local destinations while your vehicle is being serviced. While leaving my keys with the service department, I inquired about the shuttle driver
Have you ever noticed the tendency of frontline employees to become defensive—even surly—when you bring a problem or misunderstanding to their attention? Unless your business has chronic, unresolved issues (in which case, you may want to update your résumé), problems and misunderstandings are exceptions. By definition, exceptions do not conform
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