Last week, I visited a leading “big-box” retailer to do a bit of holiday shopping. The first thing I noticed upon entering the store was that a large group of perhaps twenty employees had formed a circle to conduct an informal pre-shift meeting. As I passed by the group, I
Most companies seek to lead their competitors in market share. But alas there is usually only one company with the largest percentage of market share. While there are many factors that contribute to gains in market share, some of them such as advertising and discounting are quite expensive to maintain.
It’s 9:10pm and my wife and I have just arrived at a local restaurant known for its exposed kitchen, eclectic menu, and deep wine list. We had just seen a movie and recognized that, since it was a weeknight, the restaurant may no longer be seating guests. As we entered
Yesterday, my family and I went to a local franchise sandwich shop for lunch. This shop is unique in that you record the specifications of your order (e.g., white or wheat bread, choice of cheese, type of drink, etc.) on a brown paper bag that serves as written confirmation of
I received a voice mail on November 12th from a good friend of mine, Shawn. He had just checked in to the Edmonton Marriott at River Cree Resort in Alberta, Canada. Here’s a portion of the message transcript: [begin message] I walked in the front door of the Edmonton Marriott
Too often operators recognize employees for the job they do with processes rather than customers. I recall hearing a perfect example of this from a consultant named Rick Tate: When a restaurant hostess is hired to greet guests and make them feel welcome as they arrive, she also recognizes there
Here’s a true story I received from my mom earlier this month: Steven, I just had to tell you about a couple of little girls from a local elementary school who came to our office to sell candy for their fundraiser. One girl was kind of shy and didn’t say
I recently brought my car in to Discount Tire here in Denver to purchase a new set of tires. The rep suggested a suitable tire and then began to put together a deal. This included a credit for my old tires, a road hazard warranty, free installation, and free quarterly
Earlier today I brought three of my children, ages 3, 5, and 7, to the dentist. We’ve been going to the same pediatric dentistry office since our oldest child turned 3 and was scheduled for his first “Happy Appointment!” (That’s the nickname the dental hygienists give to a toddler’s first
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