Do You Want Coffee with the Biscuits?
At Dunkin' Donuts my dogs bark into the speaker and when we get to the window the employees have biscuits ready for them. At a local coffee shop, most of the help doesn't even greet me or say "thank you"
Texas Roadhouse
The Texas Roadhouse restaurant chain, headquartered in Louisville, does about $6 billion annually. A partner/operator of one of the restaurants makes about $300,000, but can go above $500,000. There's one five minutes up the road from us, and they don't take
AI: Job Creator
As people become wealthier, they desire more, and higher level, services and products. They also seek out more "high touch" in craftsmen, personal medical support, home deliveries, physical fitness, repair people, and expert help and advice in their lives. These people
The Hidden Audience
I was out on the balcony on a high floor of the Ritz Carlton in Naples early one morning watching one of the machines that cleans the sand chug along. When it reached a place where there was an alley
Please, Mr Postman….(with apologies to the Marvelettes)
My wife mistakenly put a bank deposit slip in the mailbox with the mail. The local post office told her to go to the distribution center a few miles away to talk to the supervisor. My wife pointed out that
How Are We Better Off When You Depart?
It's not what you do, it's what you create. Picasso didn't gain fame as a "painter" nor Casals as a "cellist" nor Sinatra and Streisand as "singers." They're admired and remembered for the beauty and artistry and happiness they brought
Tipping Point
We needed 50, 40-pound bags of salt to open our salt water pool for this new season. While I could buy them from the local pool store, the transport and loading and then dispersal are tedious and difficult. I found,
Memories….
On our third day at the pool at the Opal Resort in Delray, one of the servers comes over to our chairs, recites our drinks and room number. "How do you do that?" I said, since I can seldom remember
Little Things Mean A Lot
The woman at the hotel desk printed up our boarding passes and sent a hand-written note with them, "Have a great flight!" It doesn't take much to make a great impression.
The Bright Side of Problems
When Mercedes-Benz North America was my client, I had occasion to speak to the owner of the highest rated dealership for service in the US. I asked him what he felt was the key to his success. "Problems," he said. "You