We were supposed to land at 2:00 PM on Sunday. We got in at 4:00 PM on Monday. No one needs to hear about people’s travel nightmares. They’re as boring as hearing women sitting around talking about their weight. There…
Mid-January this year, my Dad had to spend a few weeks in the hospital. He headed home and was on the mend, but my mom sent out the sos and said come up for a visit. They could use a…
There is a time and a place for everything. Well, for most everything. Scripts, be it for your customer experience team, your sales team, or your presentation to the board, have a time and a place. The beauty of a…
It was debrief call time. I’m all about reflecting, and am happy to report that I reflect more and ruminate less these days. I also like to hear from my clients about their experiences, because you know, feedback. “The people…
Years ago, I was on a project with Mazda North America. We focused on the client experience, and if you have ever bought a car, I need not say more as to why. They instituted a new policy: no more…
We chose the chef’s table, aka sitting at the expo table up close and personal with the chefs Our obsession with The Bear drove our decision. Jill and I both ordered the tri-tip steak option for our mains, and requested…
Sometimes, I am astounded by the tiny amount of effort that can go such a long way toward building trust, putting a smile on someone’s face, and showing that you care. Take, for example, last week when I pulled up…
“So be here at 9:45 in one of these two buildings for the first-come, first-served tickets at the house, right? Is there anything else I need to know?” “Yes, that’s correct, and no, you’re all set!” That was the summary…
For two years, post Peace Corps and then working at the most toxic work environment of my life it was time for me to chillax and do something mildly mindless. I bartended at LaPosada in Santa Fe. The law in…
I walked up to the TSA desk this morning and realized I might be in trouble. JAX is becoming technologically savvy, and they’ve installed face-scanning machines at security. For those unfamiliar, you walk up, slide your license into one machine,…