January 4th, 2019 | Published in Branding, Customer Service
Announcement as airplane is pushing back from the gate: “Hello ladies and gentlemen and welcome aboard. This is Southwest flight ABC with nonstop service to Dallas Love Field. So if …
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August 12th, 2016 | Published in Customer Service
Big Data, Small Touches If you’re a road warrior like me, you appreciate the little things that make business travel tolerable. Finally treating yourself to that private jet flight, that …
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November 12th, 2013 | Published in Customer Service
Janet and I were in Santa Fe with our friends Georgia and Tom Davis. While there, we enjoyed some great restaurant experiences and one notably bad one. These experiences are …
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September 24th, 2013 | Published in Customer Service, Leadership, Organization Health
Mary Kay Ash launched her cosmetics business 50 years ago this month, using her life savings of $5,000 to start her company in a 500-square foot industrial storefront in Dallas. …
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March 12th, 2013 | Published in Customer Service, Problem Solving, Strategic Planning
Spring training has begun for major league baseball. Every team starts the year focused on the same objective: become a World Series champion. To win it all, teams must win …
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November 2nd, 2011 | Published in Customer Service, Reputation
Steve Jobs wanted to change the world. He did. If you don’t understand what a major impact Jobs had on all of our lives then click here to read about …
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August 7th, 2010 | Published in Customer Service, Leadership, Organization Health, Problem Solving
In the 1960s, 70 million children from the post-war baby boom became teenagers and young adults. Concurrent with this phenomenon – or perhaps because of it – cultural change accelerated …
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March 2nd, 2010 | Published in Conflict Resolution, Customer Service, Problem Solving
Comedian George Carlin was known for mixing observational humor with larger, social commentary. His groundbreaking 1972 album “Class Clown” featured his most famous monologue, “Seven Words You Can Never Say …
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To dive even deeper into the topic of accountability, I invite you to purchase a copy of my bestselling book, “Accountability: The Key to Driving a High-Performance Culture.”
Business schools teach case studies. Hollywood blockbusters are inspired by true events.
Exceptional leaders are students of history. Decision-making comes with the territory.