What’s Your Legacy?

My father left me quite a legacy, but it didn’t come in the form of an endowment or a trust fund. His legacy came from how he lived his life, a life that left a mark in the lives of so many others after he left us. Most legacies aren’t financial With all the DNA…

Who Are You In This Story?

A law professor stood in front of his first year students and told them a story. At the end, he asked, “Who are you in this story?” If you were asked, how would you answer?

Complaints or Compliments

Both complaints as well as compliments get shared, repeated, and acted upon. As a customer, you can choose to register a complaint if you are dissatisfied. But how about you develop a “hair trigger” for dropping compliments when service delights you?

If You Were the Owner…?

If you’re a manager, do more than ask your employees to comply to product standards and protocols. Ask each of your employees to find a special, unique way to engage the customers and create positive memories.

Strength-Based: One Man’s Trash…

  Years ago I ate at a restaurant in Albuquerque, New Mexico, where I saw a giant cork board made from a scrap of wood and wine corks. The wood was rough, and the corks were just the typical variety that came out of bottles they opened at the bar; but when an artist combined…

It Takes So Little…

My kids and I went to Chipotle last night for dinner. What I experienced was unusual in fast food; sadly, it’s unusual for most places that provide service. I received personable, knowledgeable, and quick service. In concept, great service isn’t hard. Be personable. I’m not a number, and I’m not an inconvenience. While I might…

A Place to Die For

Yesterday I spent  six hours in the Emergency Room at Edward Hospital in Naperville, Illinois. No one goes to the ER to hang out or have fun. I went there because I was experiencing enormous pain. I had narrowed down the cause. I was either going into labor or having a kidney stone attack. It…