All
- All
- Customer Service
- General
- Lessons & Life
- Motivational Keynote
- Resources
- Secret Shopping
- Staff Development
- Video
What Does Happiness Look Like?
Most of my August was spent in stillness. Quiet contemplation of life and an escape from the noise of our current world. While I was lounging in an Adirondack chair watching sailboats go by in one my favorite places on earth—Door County, Wisconsin—I was reminded that many people need a...
That Tree: What Can You Go Harvest After the Storm?
Several years ago, I discovered That Tree, and I followed its journey through Mark Hirsch's beautiful book and photography. Which is why I was devastated to learn that That Tree was felled by the massive storm that swept across the midwest recently. I'd seen it for myself once before, and...
12 Weeks Without Applause: 7 Lessons Learned During the Stay-at-Home Order
Anyone who performs their work in front of others where applause is customary after completion will understand this immediately. We thrive on strangers noticing us. Athletes, actors, entertainers, and speakers are all cut from a similar cloth. We spend tremendous time alone perfecting our craft, followed by the adrenalin rush of performing, and ending with affirmation...
Smart Communications: The Complete Series
As the country adjusted to a "new normal" during the public health crisis, it became clear just how important it would be to find a way to stay connected when I couldn't be out on the road with you. Thanks to the wonders of technology, the Smart Communications series was...
Disruption Is a Perfect Time to Reset Your Service Levels
We have never seen anything like this: a total disruption of our world. This pandemic has impacted our daily lives from small things like gathering with friends to the huge alterations to our livelihood and financial stability as a country. After more than two weeks in my self-sequestered status, I...
Living in the Moment
It’s been a challenging month in the world of professional speaking. Society’s reaction to the potential threat of the Coronavirus has caused a domino effect, not only in the meetings industry but to every adjacent business that handles travel and large group gatherings. I am not in position to give commentary on...
Losing Sight of Your Special Features
Is it possible you have been working at your current place of business for so long you have lost focus on some of the special touches or features that a customer cares about? On a recent trip to Maui, I treated myself to a spa experience. Because there are so many to choose...
A Great Way to Spend an Extra Day
Leap day has a magic feel to it. As we all know, once every four years we add a day to our calendar as a corrective measure because the Earth doesn’t orbit the sun in precisely 365 days. Although many may see this as a chance for extra recess, for...
The Genius Marketing (and Curious Demise) of Jack Daniels
The Guest Family holiday vacation in 2019 landed us in Nashville. At the last minute, we decided to make the 60-mile trek to Lynchburg to tour the Jack Daniels Distillery. What an amazing job they do at the visitor center and with the tour of the plant! We learned the whiskey-making process and enjoyed a sample flight of...
Dive straight into the feedback!Login below and you can start commenting using your own user instantly