Too often when the service scenario becomes complicated or frustrating, management wants to step in and take the matter in…
An article in the Boston Globe focuses on the affect that healthcare has on patients–even when they are sedated or in…
We’re announcing the return of a popular program, Perfecting the Customer Experience, to be held October 26 & 27, 2017…
Motorcycle engines have all sorts of sophisticated terms and parts. One of them is something called a shift point. A…
A fundamental human truth is the need to feel special. What are some ways to accomplish this? By taking additional…
One of the best benchmarks for great customer service are the Disney theme parks. This year Disneyland celebrates its Diamond…
A few years ago I found myself outside the hospital walking past this presentation. Following the name of the hospital,…
A couple of months ago, I took my daughter to a hospital that out of the kindness of my heart…
It seems that organizations are in the news for good and bad. From Boeing to the U.S. Post Office, there…
Forbes Magazine has named Sammamish, Washington as the friendliest city in America. With a population of 46,700, this bedroom community…
