I used to work for a general manager who was critical of our hotel’s food and beverage director because he had a reputation for rolling-up his sleeves and pitching in when the restaurant was slammed. Sometimes, he would seat guests. Other times, he would bus tables. My GM believed that
Last Friday after soccer practice, my 7-year-old daughter’s team went to a frozen yogurt shop for some treats. The first girl to receive her yogurt, Anna, sat by herself at one of the tables while the other girls waited on their yogurt orders. Anna is new to the team while
When I received my first management position with Marriott in 1992, I worked for a general manager named Mark Conklin. Although Mark (as he preferred to be called) oversaw more than two hundred employees, each employee received a hand-written card from him in the mail to honor the anniversary of
I recently received a review copy of The Energy Bus by Jon Gordon. It was a quick read consisting of 34 short chapters—some of which were only two pages long. The book relates a fictional story about George, a mid-level manager whose work and family life was in disarray before
Last December, because my blog is listed on Guy Kawasaki’s media website, Alltop, I received an exclusive email offer to preview an advance copy of his upcoming book, Enchantment: The Art of Changing Hearts, Minds, and Actions (Released on March 8th). Enchantment delves into the art and science of influencing
Though business has its own set of complexities, customer service isn’t one of them. Exceptional customer service is simply a choice. Employees develop their own definitions of customer service and decide for themselves how they view customers: as honored guests who contribute to the success of the enterprise or as
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 counter, I observed the sales transaction of the customer who was ahead of me. At no point during the transaction did the cashier smile or
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