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...
Gift-Wrapped Utensil!

Gift-Wrapped Utensil!

Here’s another example of how easy it can be to exceed expectations, one small step at a time. Months ago, my wife and I ate at a Sushi restaurant, Mi•Ne Sushi, near Rogers Centre. Our waitress greeted us with a warm, genuine smile. The restaurant had a joyful...
Timmy Delivered!

Timmy Delivered!

Popular coffee houses like Tim Horton’s are often extremely busy. They have a set menu and you’re expected to quickly select from the offerings posted on the overhead displays. The only option for coffee drinks is usually the amount of sugar or cream/milk...
Say It Like You Mean It

Say It Like You Mean It

I used to host my websites and my clients’ websites on 1and1, a large web hosting company. Over the years the outsourced support deteriorated to a point where I moved my websites, along with all my client’s websites, to another provider. Their bad customer...
“Easier for Me” … and Gone!

“Easier for Me” … and Gone!

Here’s one experience I’ve never forgotten and is worth recounting. It’s difficult to believe the lack of service that can be found in an industry where service should unequivocally reign: the restaurant business. A few years ago, friends and I went...
Something Missing?

Something Missing?

Some time ago I was walking on Yonge Street downtown Toronto and wanted a quick meal. I stopped at Villa Madina, a fast food chain which offers “Mediterranean cuisine with an emphasis on quality and convenience” I purchased a meal combo advertised as...

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