Last week, my work brought me to Las Vegas. My first night in town, Sunday, I was on my own for dinner and decided to try CUT steakhouse along Restaurant Row between the The Venetian and The Palazzo hotels. Since I was dining alone, I sat at the bar where
My daughter turned nine over the weekend. To celebrate, I ordered an ice cream cake from Cold Stone Creamery. Although I had requested the cake be decorated with “assorted flowers in her favorite colors of purple, blue, and turquoise,” when I stopped by to pick up the cake on Sunday
Over the weekend, my wife and I drove to Southlands mall in Aurora, Colorado to do a little shopping. Southlands is an outdoor mall with a four-block Main Street that is flanked on both sides by an array of retail stores and restaurants. We expected the mall to be bustling
I was recently trawling TripAdvisor reviews for a client in the Caribbean when I came across a 3-star (out of a possible 5 stars) review titled, “Best location, wish they maintained it well.” The reviewer went on to criticize the hotel’s “un-manicured” and “poorly maintained” grounds, implying that management was
While on vacation with my family last week in Anaheim, California, I had two encounters with frontline employees that illustrated the importance of language in fulfilling a carefully designed experience. The first occurred at Disneyland, famous for its “Happiest Place On Earth” moniker. A cast member (Disney’s term for its
This is the sixth post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
This is the fifth post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
This is the fourth post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
This is the third post in a series that will explore a set of questions I received from participants during a webinar on the topic of customer service. (I say “explore” rather than “answer” because I’ve discovered over the years that there is rarely a single right answer to these
The Revelation Conversation is Here!
