At bedtime not long ago my 11- year-old was telling me he was a little nervous about going to his first day at a new school. I...

Seating arrangements matter- at social events, staff meetings and yes, new employee orientation.

The next time you are dining...

“What can we do to strengthen our service culture?”

This is a question we're often asked by leaders who are striving to sustain...

Executing a strong communication strategy is essential for successful change management.

An effective communication strategy...

“Just-in-time” is great for product inventory efficiency- it is NOT great for effective employee selection

Finding and hiring...

Several members of our team just returned from their annual pilgrimage to the National Storytelling Festival in beautiful and...

Yes, please shoot the messenger...or, just replace him with someone better qualified!

Who have you chosen to welcome new hires

Could customer experience actually be considered a profit center?

Often we hear from senior leaders sharing their directives,...

 What’s Your Perspective?

Poor customer service is often rooted in the way a message is delivered to customers. I am an...

"Do this, don't do that can't you read the sign?"

In providing superior customer experiences, it is imperative to understand...