Blog

Early morning flights can be tough, especially when you live two hours from the airport. So, the night before a "crack of dawn" flight, my wife and I elected to stay at the Renaissance Concourse Hotel right beside the Atlanta airport. We requested a room on a high...

A friend of mine’s wife filed for divorce from my friend. When I asked him why his wife had left him, he said, "Well, she told me it was because I wouldn't take out the trash!" A few months later I saw her briefly in the shopping mall. "Sorry to hear about you and...

Andrea Cassell is an award-winning author of children's books featuring her dog, Kibby, a miniature labradoodle that teaches life lessons. When Kibby died of cancer, the family had to cancel their long-planned holiday trip. The Delta Airlines contact center operator...

I was seated at a restaurant table across from a customer who had been extremely rude and loud to his waitress his entire meal. His coffee was too cold, his chicken too salty, the room was too hot, and the waitress was not quick enough. It was darkly staining the...

The waiter handed us a breakfast menu with the announcement: “The buffet is a much better value than a la carte.” But when he saw my nonplused reception he added, “...but none of our local flavors are on the buffet.” So, what did his announcement really mean? He meant...

This is my 80-year-old late father on a Go-Kart? “I wanted to show my grandchildren I could be a daredevil,” he explained. It was his label for being unexpectedly adventurous through risk-taking. And risk-taking is the foundation of customer trust. We all live our...

Much of my career has been devoted to promoting a great customer experience. It differentiates organizations from their competition since it is crafted around an emotional connection, not just a functional outcome. If the airline flight lands on time in the right...