The Point of No Return

The Point of No Return

Picture this. You’ve been a patron of a store, company or restaurant for some time and have received good service. One day, you visit this establishment, receive poor service, are turned off and vow to never return again. Have you ever experienced this? If so,...
Adding the Human Touch

Adding the Human Touch

I recently stayed at a Comfort Suites Hotel in New Orleans, Louisiana. The reception desk featured a large bowl filled with small Hershey’s chocolate bars for the guests checking in or checking out. Well done! This is another example of a small feature which...
And the Winner is…

And the Winner is…

Rotary is a wonderful and generous international service organization. Its stated purpose is to bring together business and professional leaders in order to provide humanitarian service and to advance goodwill and peace around the world. My father has been a long-time...
Systems = Leaky Bucket Plugs

Systems = Leaky Bucket Plugs

A while ago, I was staying at a beautiful resort. The suite was spacious and well appointed with many of the comforts of home, and then some. It boasted a large beautiful bedroom, grand bathroom with Jacuzzi, living room and a kitchen with an island. Shortly after...
Are you Comfortable?

Are you Comfortable?

Last winter my wife and I were dining at a Sushi restaurant. When we first arrived, we were seated near the door, which was propped open. With an uncomfortable chill in the air, we asked if we could move to another table; our request was promptly fulfilled. No further...

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