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 […]