Mistakes certainly happen but how you recover from them can make a lasting impression on your customers.
Recently, I took my son to a doctor’s appointment. After a 45 minute trip to get to there, park and make our way through the building, we were informed nonchalantly that the appointment had been canceled earlier that […]

I arrived at a beautiful castle-converted-to-Hotel in England a few years ago with a very messy, noisy head cold. They had a lovely restaurant on the premises, but I was not in the mood to eat among strangers. We were pleasantly surprised when the hotel was willing to honor our request and make an exception […]

Question: How do you build an outstanding company?
Answer: Start with a commitment to establish a culture of delivering outstanding service to your customers. “OK, fine”, you say. What the heck does that mean and how do you actually do that? The two most important prerequisites are:

The top leadership (President/CEO) must be convinced that […]