I’ve gone to the same tiny nail salon for a number of years. My visits depend on my work and travel schedule, but no matter how many weeks apart, I’ve always gone on a Monday... Continue reading
The Customer is always right, comes first, and is King! And Service is our middle name, with a smile. These are lovely slogans and declarations of intent -- but truthfully, people tend to pay more... Continue reading
I’ve been ordering a new drink at Starbucks lately. I’ve had this drink at one airport, one hotel, one highway rest stop, on two coasts, in three states, and at a number of local stores.... Continue reading
It is not your customer’s job to… …make you feel good or comfortable or safe, …know the constraints you labor under, …understand what you wish they would say or do, …figure out your business model,... Continue reading
Here’s the scenario: It’s 11:15 at night in Seattle. Daughter and I are trying to check into a moderately-priced airport hotel for a layover on our way to Vancouver. The complication is that I am... Continue reading
Last week I took a couple of people out to lunch at a local restaurant where I’ve been before for both business and social lunches: The food is reasonably good, the service is reasonably responsive,... Continue reading
It was a special lunch, and the three of us were a little excited. Daughter ordered the salmon, which impressed the waitress. I ordered the burger (Daughter’s second choice, as insurance). Spouse asked for a... Continue reading
Last week, my family decided to try dinner at a local place that had just evolved from a pizza joint to a restaurant. We'll have to wait and see how it survives -- in the... Continue reading
Long, long ago, doubters said that if we were meant to fly God would have given us wings. These days you have to wonder: if we were meant to fly would we have to sit... Continue reading
Went to dinner with a client pal in one of those upscale, plush steakhouse chains where the wait staff wears little butchershop aprons. The tables were far enough apart for a sense of privacy and... Continue reading
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