Blog

I had ordered catered lunch from a national fast casual chain for a business meeting. At exactly 11:30 AM Tamesha walked and immediately started setting up the catering chafing dishes for the hot food. She lit the burners and picked up a container full of water. In my effort to be helpful I said “Next time, you can fill the water from here; that way you do not have to carry the water with you.” Tamesha said “No sir, this is not just any water. This is hot water. With hot water, the hot food stays hot. Otherwise the cold water will get hot as the hot food gets cold.” It took me a second to realize that what she said was brilliant. I was in total admiration for her and the restaurant chain. Once I realized how far this restaurant would go to keep the food hot, I asked myself,...

On Super Bowl Sunday at 8:00 pm, with the 49ers down by 4 points and attempting a comeback, something strange happened on my TV screen. The screen froze, it had stopped streaming. I waited for a few minutes and then called my internet provider. Jack got all my information and then informed me that Sundays at 8:00 pm they often have "routine maintenance shut down". Really, on Super Bowl night? “I guess someone forgot to adjust for that” was Jack’s answer. He said sorry, but it did not matter as I missed the last few minutes of one of the most exciting Super Bowl games because someone “forgot to adjust”. I completely understand that Sunday evenings is a perfect time for routine maintenance. But, with nearly 50% of the population now moved to live streaming, shouldn’t they adjust downtime for all major live events like the Super Bowl, Oscars, Grammys, and other...

What is the equivalent of the doggy bowl in your business? What is the one thing that will make customers feel “These are the kind of people I want to do business with.”?...

Last week, I was getting ready for a client presentation when I realized that I forgot to bring markers. I took an Uber to the nearest office supply store and asked Jeff, the first person I saw in the store, for help. He said the three magic words, “Follow me please!”...