You can learn great lessons on creating memorable guest experiences if you just keep your radar up and apply it to your business. I know I did when I met Keith, the room service attendant at the Green Valley Hotel [...]
Something has happened to us. I witness it almost every day; people mindlessly glazing at each other as if we are interacting with a vending machine. Case in point, I walk into a fast food restaurant and watch the interaction [...]
Jeff Gunderson wrote a great story about on the effect Nice Bike had on his honeymoon in Japan! After my bride Susie and I read it, we absolutely loved it and knew we had to share. I remember Madeline, Jeff’s [...]
What can you learn from a world-class medical center? Everything! Apply the lessons from the well-respected Mayo Clinic to your organization to excel across the board. I have been a patient at Mayo Clinic in Rochester, Minnesota for two procedures. I [...]
We all have moments when we are in a situation where a voice pops IS you; it can create an important lesson as well as make a powerful impact. I learned this lesson a number of years ago when I [...]
Everything I learned about leadership, I learned in high school. The first part of my speaking career was spent as a motivational speaker for high school students. I spoke in over 3500 high schools about making the most out of [...]
How do you build a business from one gas station in 1958 into the largest operator of travel centers in North America with more than 750 locations and the 14th largest privately held company with annual revenue of more than [...]
My bride, Susie and I enjoy traveling for speaking engagements to one of our absolute favorite cities, “The Big Easy” New Orleans. It is real, it’s authentic. It is like no other city. The food, the people, the music, the [...]
The early morning conversation with my barista at the Venetian Hotel in Las Vegas was pretty brief, “I would like one large black coffee double cupped and one large cappuccino, skim, extra hot, double cupped please.” The barista asked for [...]
In the restaurant industry, they refer to it as “Two minutes or two bites”. That is when the server circles back to the guest and asks, “How is your meal?” I have made a point of listening to my fellow [...]
