Positively Outrageous Service is Infectious https://youtu.be/8ZdOVzfNLu4 My brother and I are out on a bike ride. We stop at a red light. It’s a major intersection, multiple lanes, cars coming from all directions and it’s rush hour. As we wait for the light to change, a DHL delivery truck to our left got the green light and turns left in front of us. As the truck turns, making the corner, the side door is clearly unlatched and flies open. With the inertia of the turn, boxes come spewing out. … [Read more...]
A Simple Touch So I Know Where I Am!
For the first time in my life, I spent twenty-two hours in a hospital. Some of the touch points were fantastic, some mediocre and some average. But what irritated me the most was the lack of communication. When you’re in an ER or actually admitted into a hospital, there’s a lot of uncertainty – especially when it’s an undiagnosed illness or infection. Communication is paramount. A week later I’m talking to my friend, Sandi, who spent some considerable time with their child at Texas Children’s … [Read more...]
There is an “I” in Team
It’s cute… But it’s wrong. You are used to hearing that there is no letter, I in the word team. Fine. Have it your way. But look a bit closer and you will see there is an "I" in team and it’s a big one! In the real world when a team member is confronted with an opportunity to wow a customer who are they thinking about and what are they likely to think? Well they aren’t thinking about the boss or the customer or the other members of the team. Nope. They are thinking about themselves. And … [Read more...]
Brief, Infrequent Encounters
‘The attention span of a gnat.’ That’s the way Millennials are often described. It’s a fair description…but only if you apply it to all of us… Boomers included. Why? Because short attention spans are not the result of a weird genetic mutation found only by autopsy of Millennials. Short attention spans are mostly the result of allowing technology to dominate nearly every aspect of our lives. Boomers are often portrayed as being slow to adopt new technology and new ideas while Millennials … [Read more...]