In the previous article, Air Travel Series (#2), I created my own classification of annoying travelers. These are the people, because of Murphy’s Law, that will be sitting right next to you on the longest flight of your life. I’ll tell you exactly how to avoid some of them in this article and how you […]

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 […]