IMAGINE: You're at Disney and you spend $6 on an ice cream for your 6 year old.  Your six year old promptly drops it. Crying and upsetness (is that a word?) ensues.  Along comes a Disney cast member and says, "for a replacement charge of $3, I can get you a new one." REALITY: Out … Continue reading Imagine

I've been thinking about what engages employees because I've seen a lot of organizations with ass-dragging employees delivering ass-dragging service.  Now, I’ve recently read various articles, infographics and things and they all have the typical 25 things to engage employees or top 10 things to engage employees, etc.  It all looks complicated, and I hate … Continue reading Got Engagement?

  What do you do when you make a mistake? Do you 'fess up and say you did it but will do your best to ensure it doesn't happen again? Or do you try to make it appear as if it were some strange anomaly that is so rare that it doesn't deserve comment? We … Continue reading Is your business human?

Do you have a drink you really like?  Imagine buying a six pack of that drink and when you open one and take that first taste it is completely different from the drink you thought you loved.  Now you might think that perhaps that one was just off or a mistake so you open another … Continue reading Consistency