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What pandemic?

Over the holidays my wife and I dined at two steakhouses in the Denver area. Due to Covid-19 restrictions, we were not allowed to dine

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Assuage the pain

In May I read the 2017 Qualtrics Hotel Pain Index Study, made some notes, and had every intention of writing a June blog post in

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Casual indifference

There is a phenomenon in the services industry (some might say, an affliction) that I’ll refer to as ‘casual indifference.’ Its occurrence is not rare.

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No fear

I recently discovered that at least one employee at my local supermarket has no fear of consequences for his behavior at work. The King Soopers

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Just a customer

This post is the fourth in a series that will identify 10 different obstacles that have emerged from my analysis of customer satisfaction data. Maybe

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Who’s to blame?

The other day, I trailed a King Soopers employee as she returned about a half-dozen shopping carts from the parking lot to the store. She

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