Why I fired Orbitz
I will apologize in advance for the detailed account that follows of an Orbitz service failure. It’s my preference to avoid long-drawn-out accounts of customer
September 20, 2016
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Profiting from poor service is unsustainable
An article titled Some Absurd Airline Rules in the August 18, 2016 Wall Street Journal caught my attention. What stood out to me was that
August 19, 2016
Continue The Journey To Extraordinary…
For years I have been an enthusiastic reader of business books. During my career as a hotel training director in New York City, on occasion I’d
August 8, 2016
Purpose-driven Q&A
Q. Steve, in your latest blog post, you asked: “Do you have any employees who perform incomplete work or avoid undesirable work entirely? If so,
July 14, 2016
Dispassionate About Poop
Yesterday, on the way home from the orthodontist, my 15-year-old son, Coleton, and I were discussing his plans for the day, which included a handful
July 13, 2016
Stop Counting Paperclips!
Last month, I returned to one of my favorite hotels in New York City. It was my first stay since the hotel completed an extensive
July 11, 2016
Always prepare the soil before planting seeds
A colleague recently asked for my opinion regarding the skills that customer service representatives (CSRs) need the most help with. I qualified my response by
July 8, 2016
The power of the frontline
My family and I stopped by the mall last week to pick up some last-minute items for my 13-year-old’s summer camp in New Mexico. We
June 21, 2016
Customer service is the new selling
The days of the boorish salesman portrayed in the 1992 film Glengarry Glen Ross – where the mantra “Coffee’s for closers” was used to both
May 16, 2016
