The impact of accretion in hospitality
I met a friend for lunch over the weekend. The night before he’d flown in from Las Vegas, having booked a room at a nearby
January 8, 2024
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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
January 12, 2021
Service is a principle, not a campaign
This week is Customer Service Week (Oct. 7-11), one week out the year when customers and customer service quality are celebrated. As much as I
October 8, 2019
You don’t have to be a B Corp to have a purpose
In recent years, I’ve read a number of articles that attribute the rise in B Corps to organizations’ desire to be seen as interested in
February 25, 2019
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
August 2, 2017
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.
January 15, 2015
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
April 30, 2012
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
October 10, 2011
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
August 5, 2011
