Fat bill at Fatburger
Have you met anyone who enjoys being nickel-and-dimed? Do you know anyone who embraces unexpected add-on charges? Of course not. That’s because these business practices
April 28, 2010
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Handle problems with care
Last December I worked with a hotel leadership team in Dayton, OH. One of the discussions lead to identifying the obstacles that stood in the
January 28, 2010
Compete FOR customers, not AGAINST them
Have you ever sensed an adversarial, “us vs. them” mentality from employees of service organizations? Perhaps you were on the receiving end of what you
January 1, 2010
Leaving lasting impressions
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.
October 29, 2009
Extra! Extra! Read all about it!
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
October 4, 2009
Unique knowledge sells stuff
The other day I was waiting in line at Starbucks and noticed a display of coffee mugs that were selling for $8.95. My first thought
September 30, 2009
Add value, not fees
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
September 29, 2009
Function vs. Essence
Several years ago, I was out to dinner in Orlando with a colleague. At the time, she was the director of training at a large
July 26, 2009
Missed opportunities
Last week, my family and I traveled to Lincoln, Nebraska to attend a family reunion. While in Lincoln, we stayed at a full service hotel
June 29, 2009
