Blog

Most of us have a desire to make our community, our family or even our world a better place.  The challenge that many of us face, is that goal seems so...

When I leave on vacation, my biggest rule for employees is “When in doubt, take care of the customer.”  This may sound simplistic, but it establishes a basic...

We have all had the experience as a customer.  You have your first interaction with a company or organization, and something goes wrong.   The first...

The same experience can look totally different to two different people.  So often, this has to do with expectations. For example, if you have never been...