Advantages
The statistician W. Edwards Deming once said, “In God we trust; all others must bring data.” When I begin a project, the first thing I
February 15, 2012
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I’m listening…
Years ago, I sat next to an executive on a flight home to Denver. When he learned that I worked for Marriott, he mentioned that
October 27, 2011
Obstacles
The statistician W. Edwards Deming once said, “In God we trust; all others must bring data.” When I begin a project, the first thing I
September 20, 2011
Your opinion matters
Is it me or do you find that merchants are constantly asking you to “take five minutes” and “tell us how we’re doing” by responding
May 25, 2011
Timely, Efficiently, Affordably. Assistly.
Last week I spent some time on the phone with Alyson from Assistly, Inc. During our call, she provided me with some background information about
October 21, 2010
Pale ale for sale?
Earlier this year I stayed in a New York City hotel where I was scheduled to deliver a presentation on customer service. Shortly before my
September 23, 2010
Most customer service is just fine
The next time you go out to eat, pay attention to the question you receive from your server or the hostess as you leave the
April 11, 2010
Keep service up in a down economy
My family and I recently dined out at a quick service Mexican grill. While I was providing my order to the prep person behind the
September 24, 2009
Effective recognition is not pi in the sky!
I recall a Gallup statistic from a few years ago that 65% of American workers claim to have received no recognition in the workplace in
March 6, 2009
