I recently read the book Not Everyone Gets a Trophy: How to Manage Generation Y by Bruce Tulgan and was reminded of this generation’s reputation of entitlement. As the title suggests, children from this generation who played sports generally received medals or trophies for participation rather than merit. Although the
My family and I decided to try Carino’s Italian restaurant for the first time tonight. When we entered the restaurant, we were “greeted” by the hostess with the predictable, “How many?” before being seated. Our server approached our table within a minute or two, delivering interactive menus and crayons to
The title of this post is a quote from the French philosopher, Voltaire. It expresses the notion that we must not accept that “good” performance is equivalent to “the best” performance—in fact, they’re enemies. I’m convinced that most service providers are content to deliver “good” customer service. Their rationale may
One drawback to living in a relatively new neighborhood is that the landscaping is not yet fully established. This means small trees with few leaves. I suppose if you can’t stand raking leaves, small trees would be a plus. For me, however, with four young children who love to play
Earlier this evening, between dinner and dessert, my two-year-old son began singing the ABCs Song from his high chair. Not once, but again and again as he was cheered on by his siblings and me each time after completing the song’s finale: “…Next time won’t you sing with meeeee?” His
In an earlier post I asked the question, “Why is it okay to behave indifferently toward customers and roll out the red carpet for the division president?” Specifically, why do employees paint, wax the floors, and polish the chrome for the division president and text friends, smoke near store entrances,
I recently bought some fresh fish at Whole Foods Market. As is customary, I waited my turn as customers who arrived before me had their orders fulfilled. When it was my turn, an employee behind the counter smiled, made eye contact, and with enthusiasm in his voice asked, “Did you
According to this article, all major U.S. carriers, aside from Continental and Southwest, have added a $10 surcharge to most of their fares for travel on three busy days around the Thanksgiving and New Year’s holidays: Nov. 29, the Sunday after Thanksgiving, as well as Jan. 2 and 3. Rick
Earlier this month, I stopped by Hooters for lunch. During my hour-long visit, my table was “touched” by three separate Hooters Girls (my server, Felicia, and two others: Lillie and Kassity) and the manager, Ben. I don’t always do so well remembering names but they made it easy for me.
The Revelation Conversation is Here!
