Confusion
John Wooden, the legendary former UCLA basketball coach, said, “Don’t confuse activity with achievement.” This insightful quote reminds me of the common misunderstanding plaguing service
January 3, 2013
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Be a nation!
While directing the 1956 epic film The Ten Commandments, Cecil B. DeMille challenged a large group of extras portraying the Israelites to energize their performance,
December 27, 2012
Boss watchers
Most of us acknowledge the importance of supervisors modeling the behaviors expected from frontline hourly-paid employees. Intuitively, this just makes sense and is reinforced with
August 8, 2012
The choice
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
February 3, 2011
