So many ads these days talk about how much companies care about us, how the airline or rental car company or hotel cares.  Here’s the problem, a company can’t care; only people can care.  If the company really cares, they need people who care, and the way to get people to care is to care … Continue reading Creating Safety is Better Business

Have you ever been to someone’s house and while using the restroom realized there was precious little toilet paper?  This is one of the most uncomfortable positions to be in that I can recall.  What do you do?  Yell?  Maybe, but that would be embarrassing.   I think most of us would simply make the best … Continue reading Three Ways to Provide More Hospitality

I was on a flight the other day when I experienced an example of what I believe is the key problem with customer service today. Let me describe the scenario.  It was a bad weather day.  Snow was blanketing the northeast and flights were being cancelled and delayed left and right.  The flight I was … Continue reading It’s not a task, it’s a mindset

  “The needs of the many outweigh the needs of the few, or the one.” If you need a vision of what the business of business is really all about, look no further than this quote.  The needs of the many are the reason your business, or any business for that matter, is in business.  … Continue reading The Needs of the Many