Would You Hire This Person In Your Business?

The Setting says much about the culture at Zappos. In July of 2011, we were in Las Vegas hosting an Executive Session for SHRM. While there, we had a chance to visit and go behind the scenes with the Wynn Hotel, Whole Foods, and The Las Vegas Convention & Visitor’s Authority. All were terrific. It … Read moreWould You Hire This Person In Your Business?

The Dangerous Cliff

Note: We don’t usually do too much poetry in our work, but this one really expresses our experience in providing service netting (a proactive approach to creating service excellence) instead of service recovery (a reactive policy for handling customers when things go wrong). Using a different metaphor, we think you’ll understand that it’s better to … Read moreThe Dangerous Cliff

New Book: Lead With Your Customer

Transform Culture and Brand into World-Class Excellence We’ve combined our extensive experience, thought leadership, and hundreds of best-in-business examples to create a comprehensive resource for achieving organizational excellence. Written with my business partner, Mark David Jones, and with a forward by Lee Cockerell, former Executive Vice President of Walt Disney World, you’ll find great solutions … Read moreNew Book: Lead With Your Customer