The next time you go out to eat, pay attention to the question you receive from your server or the hostess as you leave the restaurant. Most of the time, the question you will hear is this: “How was everything?” And I can even anticipate the likely response: “Fine.” A
Earlier today I received this note from a friend, Evan Crist, and just had to share: We were traveling from Denver to Phoenix for some fun in the sun when Southwest Airlines lived up to their reputation for spontaneous entertainment and pleasing service. (I love the line, “If you are
I’ll skip the introductory paragraph about how bad the economy is and how smart business people are constantly looking for new and innovative ways to offer more value to their customers because—assuming you haven’t been riffed and the lights are still on—you already know this. The point of this post
Over the past 15 months I’ve been on Twitter, I have contacted dozens of businesses for a variety of reasons. In some cases I’ve had feedback on a product or service. In other cases I was interested in buying a product or service. A majority of the time, however, I
Most of us acknowledge that when we’re performing our jobs, we are working. But what many employees don’t often consider is that their jobs are made up of both mandatory actions that fulfill job functions (i.e., the bullet points on a job description) as well as optional behaviors that fulfill
Have you ever heard a co-worker say, “I’m only one person, it won’t make much difference if I don’t do this quite right”? Most times they don’t actually come out and say it but you can detect it in their body language and demeanor. How can you influence these employees
Last weekend marked the grand opening of Sprouts Farmers Market in Aurora, CO. The parking lot was teeming with cars so I dropped my wife off near the entrance and then circled the lot until I found a parking spot towards the front of the store. Anticipating a delay due
Recently, I had an epiphany. It occurred to me that the most important aspects of my job (and likely yours) are nonessential. Think about it. Most jobs consist of a set of essential job tasks that define a job role. These tasks might be described as mandatory job functions—the bullet
Last night I was watching the men’s 1000 meter Olympic speed skating event at the Winter Games. The defending Olympic champion, Shani Davis, dominated the field of skaters, winning the gold medal. What was interesting to me was a remark by one of the television commentators. He said that Davis,
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