Customer Experience…London Style

Customer Experience…London Style
During the month of March, any restaurant with a television screen will be tuned in to the NCAA tournament.  And with it, a surrounding crowd pulling for “their” team.   A recent Saturday night was par for the course.  Gonzaga was playing Xavier so we decided to find a fun place to watch and that’s how we came across The Pub.  Picture it…a step back in time as if you are walking along the streets of London.  The menu offered more to choose from than I coul

Leadership Lessons at 12,000 Feet

Leadership Lessons at 12,000 Feet
There’s nothing quite like the Colorado Rockies in the winter.  I recently had the opportunity to spend a few days skiing on Copper Mountain.  It was quite cold but the views were beautiful.  Since I don’t ski regularly, I typically take a lesson on the first morning to get my ski legs back under me.  Dennis was my instructor.  And while his teaching was instrumental to me while I was wearing skis; the leadership applications really stuck with me.  Dennis

Make 2017 Count!

Make 2017 Count!
It’s January. The holiday season has come to an end and 2017 is bursting on the scene. I saw this post from a cool guy I follow on Twitter this week: “Is it really a new year if it’s the same us?” Wow. There’s a lot of depth packed into those 43 characters. In our businesses (and well, life for that matter), how do we respond to that question? If we’re not careful, the real greeting for our customers and friends is simply, “happy year” for there really ...

Coffee with a Side of Customer Service

Imagine what it is like to work in the Starbucks that sits in the lobby of a hotel near downtown Atlanta.  Can you picture it? Hustle, bustle and lot of customers. I was a guest at this hotel recently and Starbucks was part of my routine 3 mornings as I attended a conference.  That’s where I met Jacob.  You need to know him too. I mentioned this particular Starbucks receives a LOT of traffic and I suspect serves a LOT of coffee.  That pace could fluster