Have you ever heard someone in a committed relationship say that he or she no longer loves the other person? When questioned, he might say, “I’ve tried. Really I have. But the love just isn’t there.” It’s no wonder the love isn’t there—because love (the noun) is a result of
The title of this post is a quote by Guy Kawasaki. Guy is a “somebody.” I had my first interaction with Guy in 2009 when I approached him through Twitter to see about obtaining ten signed copies of his book, Reality Check. Although he was busy with a leading blog,
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 wondered what the difference is between an exceptional customer service provider, like Nordstrom, and a typical service provider, like Toys”R”Us? First, consider what the two have in common: Both are retailers with physical stores as well as a web-based store Both distribute merchandise catalogs to a mailing
In 2007, I read the outstanding book by Chip and Dan Heath titled, Made to Stick. In the book, the authors identified a number of principles that contribute to a message or experience being memorable. One of those principles was unexpectedness. In other words, if a message or experience is
Yesterday morning, I brought two of my children, ages seven and five, to school. As I approached the drop-off point at the very top of a steep hill, I noticed the car in front of me slide just a bit on the black ice covering the road. When I tested
I recall a story about Bill Marriott, Chairman and CEO of Marriott International, that illustrates the importance of timing. Every summer, there is a professional golf tournament in the Washington, D.C. area that draws spectators from miles around. Qualifying rounds for the tournament are held on the two consecutive weekends
I recall a statistic: 68 percent of customers quit doing business with a company or entity because of perceived indifference toward them as customers. When I share this statistic with groups, most participants are shocked: “How is it that so many people claim to be treated indifferently? That’s appalling!” And
I recently received a jury summons in the mail and my first reaction was, “Really? I am way too busy to deal with this now.” Then, in a moment of sobriety, I recognized that the protection of our rights and liberties as Americans is preserved by the American system of
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