Work vs. Play
Earlier this week, a friend of mine passed along a copy of Daniel Pink’s latest book, Drive. It was a pleasant surprise because, having read
Earlier this week, a friend of mine passed along a copy of Daniel Pink’s latest book, Drive. It was a pleasant surprise because, having read
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
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,
Below are three true stories that illustrate the memorable customer service behavior: deliver service heroics. In order for us to have a common understanding of
Our clothes dryer stopped working late last week and the part I ordered from GE was not scheduled to arrive until Monday. Having four kids,
I recently stayed at a full-service hotel in Scottsdale, AZ that offered a nice workout facility with treadmills and stationary bikes that faced a set
When I was 10 years old, during the summer months when we were out of school, my friends and I used to walk to a
Personal importance is often misunderstood at the frontline service provider level in the hospitality industry. I’ve had participants in customer service classes who challenge the
Last month, I presented a customer service message to a group of managers from Townhouse Inns of Montana, a division of Town Pump, Inc. During
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