I teach the adage that the only behavior we can change is our own. Even though I know this to be true, I often find myself crafting some lines for some of the people I encounter.Read More

How well we recover from problems determines the customer’s experience. It is the old adage: "It is not what happens to you but how you respond to what happens that matters."Read More

I have been thinking about the idea of recovery lately. Essentially, I’ve been wondering how one recovers from a mistake, although the more formal use of the word recovery, such as being IN recovery, has some application here as well. The prayer that is most commonly associated with recovery is called The Serenity Prayer and...Read More

There is an old adage that keeps reappearing in my life and work, “We teach what we need to learn.” I imagine it follows me like a shadow because what I teach involves personal development and life-long learning and the fact that I am so open to learning the lessons I teach. Most of the...Read More

Every once in a while, I really enjoy indulging in a hamburger with all the fixings at a restaurant near my home. On the last visit, I was very impressed by the customer service skills of my waiter, Max, and the rest of the staff that were all between the ages of 17 and 25....Read More

Today I’d like to share a couple of really interesting responses to my blog post about “Being Right.” As a result of reading the post, my cousin Adrienne in North Carolina graciously let her ophthalmologist know that he took her into his office 45 minutes later than her scheduled appointment. His response, “Well, you can...Read More

Having been a concierge for 17 years, I thought nothing would surprise me.  But I was wrong. I was recently forwarded an article on the Internet describing—even glorifying—the way a concierge at a five-star hotel arranged appointments with prostitutes for his guests. While concierges are well known for making the impossible possible and going to...Read More