In Praise of Passionate Inconsistency

In Praise of Passionate Inconsistency

Arthur Rubenstein is arguably the greatest pianist of this century. Click on to experience Rubenstein performing Grieg’s Piano Concerto in A Minor at 90 years old. But, it is his attitude toward performance that is the subject of this blog. “At every concert, I...
Your Customers Like Tortoises Better Than Hares

Your Customers Like Tortoises Better Than Hares

Aesop was a wise Greek philosopher. His fables gave us life lessons in a fashion far more memorable than our mother’s repeated advice. The fable about the race between the tortoise and the hare was not just about persistence over speed. It was about avoiding arrogance...
Help Your Customers ‘Sharpen Their Claws’

Help Your Customers ‘Sharpen Their Claws’

Dr. Stephen Covey listed “sharpen the saw” as one of his seven habits found among highly effective people. It meant staying current, always learning, self-renewal and continually growing physically, mentally, socially and spiritually.  It is an important...
What Time Zone is Your Customer In?

What Time Zone is Your Customer In?

Time zones have always been a thinker’s game to me. I still do not really get Greenwich time or how time measurement is really all made up. I do know the birds and squirrels in my backyard get up and start foraging for food at the same time every day all year long...
The Meticulous Creation of Great Service

The Meticulous Creation of Great Service

Every famous beverage—from Dom Perignon to Coors beer—is laced with great stories. Champagne lovers know that a Benedictine monk and cellar master named Dom Perignon was the “father of champagne” and invited his friends over to “taste the stars!” Coors lovers enjoy...
Does Your Service Make Customers ‘Purr?’

Does Your Service Make Customers ‘Purr?’

A two-week four-thousand-mile road journey over the winter holidays gave our cat a trip to “camp,” as we call the nearby facility where she is occasionally boarded. It is a very nice place that gives her a daily brush-out, lots of TLC, and her favorite activity—tree...