>Last week I gave a speech to the leadership team at Shands Hospital in Jacksonville. Prior to the presentation, I was offered a tour of a new facility called the Proton Therapy Institute. A place that is changing the way cancer is treated, and the way cancer treatment is experienced. From the moment you enter [...]

> Last week was the week for service repairs at the Yanovitch home. Doesn’t it seem when one thing goes, everything starts to go? I know you all know what it’s like to have service people come into your home. You know who I mean…the guys to take care of the air conditioner, the plumbing, [...]

>According to a Gallup survey of one million customers, the four things customers want most are: accuracy, availability, partnership and advice. There is also a hierarchical order to these expectations which means that the lower-level ones must be met before the customer is ready to pay attention to the levels higher up. Level 1: Accuracy [...]

> I had coffee with Joe Tye, the Values Coach last week when he was in Orlando. Joe writes a great newsletter called The Spark Plug and we found we have many of the same thoughts and ideas on culture and how important culture is to an organization. He really loved my story of my relationship with [...]