One of the biggest problems people say they have is communication.  What exactly is the problem?  Humans are blessed with a brain that allows for some of the most complex communication possible in the animal kingdom yet it seems to be one of our biggest challenges. Think about how many interactions you have where you … Continue reading Listening

Details, details, it’s all in the details.  I’ve heard that so many times in my life but it is never clearer than when we are dealing with customers. Over and over, I have experienced times where a little more attention to detail would have made an experience better. Example:  I was golfing recently and found … Continue reading Details, details…

I fly a lot and see a fair number of nasty people, or at least they’re nasty when traveling. Although I can be a pretty big jerk as far as airlines are concerned (mostly because I see them largely as tools of the devil), I try to be as nice as possible even when I’m … Continue reading Change the World…Sure

Okay the picture is a bit much but I thought it was "fierce." I’ve been working lately on pulling together several fundamental principles for making service to others consistently more successful.  As I have researched service and leadership, I have found a dizzying wealth of acronyms, matrices, diagrams, charts and methodologies, all guaranteeing better performance. … Continue reading Six Practices of F.I.E.R.C.E. Service