Exemplars
I've found that the highest service level in hotels occurs when the general manager is seen walking around, asking guests how things are, and chatting with employees. The lowest levels are in those hotels where the GM is always "unavailable"
Medical High Tech/High Touch
I sent a message to my doctor on a medical portal about a minor pain that was continuing. He arranged an X-ray by simply posting the order on the computer system of the provider. I showed up, provided my ID,
Keeping It Simple
I was the graduation speaker once at a university's Executive MBA commencement. The dean caught up with me afterwards and told me he had never seen anyone take notes at a commencement address before, and a lot of the people taking
I Do Believe in Batteries
My advice today for lowering stress is this: When anything electronic stops working—garage door opener, TV remote, air-conditioning remote, temperature controls, whatever—before frantically calling the repair people and dealing with wait times, advertisements, suggestions to visit their site, and so
Hoops
I was watching the Boston Celtics championship basketball victory in Boston Garden with 20,000 people going berserk. It occurred to me and my wife that these people are men and women, black and white, native born and immigrant, straight and
Being Seated
On Friday night we were in a restaurant, with a reservation, and the hostess acted like we were in her way, and was exasperated when we asked to change our table because the sun was beating down on it like
Does Time Fly?
As we age we tend to remember more recent things, and since so much happens every day, we recall so much that time seems to "fly by" as never before. New events and pleasurable issues tend to stay in our
Coffee, Tea, or Me?
I boarded a flight from Las Vegas to Detroit early this morning (I'm writing from it now) to connect to Boston, where a limo will take me home in time to see the Super Bowl, if all goes well. Maria
What Do You Think About Yourself?
Age is not a factor of how long you've inhabited the earth. Age is a factor of how you think about yourself. If you believe you should keep yourself in good physical condition, then you exercise and don't engage in unhealthy