Whether you are a restaurant, retail store, bank, university, or other type of organization, the way processes and systems were done in the past will not ever be the same. There will become a New Normal. Many people do not like “change” for reasons ranging from the uncomfortableness to the unknown. It has been quite […]
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My mother is 90 years old and says she has never seen anything like what the world is going through today. In my town of Orlando, Walt Disney World has closed, Universal Studios has closed, the beaches are shut, restaurants are shuttered and the streets are quiet. We have been through devastating hurricanes and have […]
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I just got off the phone with a representative of my cable company and said “Wow”! That doesn’t occur often, but here is what happened. I had a situation that needed human discussion, but dreaded the phone lines and wait; however, I was pleasantly surprised when I quickly got right into a cable representative. His […]
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The number one reason why an initiative focused on creating a culture of Service Excellence is not as successful in a college/university as it could be is: Senior Leadership Commitment. There is an old fable about a Pig and a Chicken walking down the road. The Chicken says: “Hey Pig, I was thinking we should […]
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