> Whenever I finish work in a city that I don’t know well, if I have the time, I will take a trolley bus tour. My experience has been they usually give a pretty good overview of the city and help me get my bearings, as well as learn a few interesting facts. Last week, [...]

>Businesses should not fool themselves that they have a service excellence program or even more delusional that their “customers all love them”, because they ask the perfunctory check out question “how was your service?” At this stage of the transaction most customers are looking for a quick exit and not interested in arguing over best [...]

>Delivering GREAT service should not be difficult. It should be woven into the job so that it is not an either/or choice, nor an add-on, but simply the way one does his job. I find acronyms make it easier to remember the key components of GREAT service, so the five tips I’d like to share [...]