Empowerment:  The Engine of Customer Surprise

Empowerment: The Engine of Customer Surprise

Imagine this. You are having breakfast in a midtown New York City hotel. It is your second morning with the same friendly waitress. You had given her a nice tip the morning before and learned she had been with the hotel restaurant for five years. Half way through your...
The Alchemy of Mentoring

The Alchemy of Mentoring

The word “alchemy’ has its origin in ancient times when certain practitioners were able to turn common metals into precious metals, like gold and silver. But, the other part of alchemy was the creation of an elixir that, when drank at a certain time (say 5 o’clock),...
The Problem with Drive by Mentoring

The Problem with Drive by Mentoring

I grew up on a farm. One of my chores in junior and senior high was milking a cow early morning and late afternoon. It was our family’s source for milk, butter and cheese. Cow milking today involves machines and computers. Cow milking—the old fashioned way—involved an...
Serving through the Lens of a Mentor

Serving through the Lens of a Mentor

Kitchen floors in the 1950’s and ‘60’s were largely linoleum. I remembered getting chored with cleaning those floors with a harsh abrasive like Ajax or Comet and then waxing them. My scrubbing days ended, however, when Armstrong came out with the innovative Solarian...
Mentoring as a Texas Rig

Mentoring as a Texas Rig

“Give me a fish and I eat for a day; teach me to fish and I eat for a lifetime.” It is a line we have heard most of our lives. And, really great fishing lessons…at least in Texas…would always include instruction on the famous Texas rig. Anglers with a...
Conducting the Learning Symphony

Conducting the Learning Symphony

The first violinist-conductor of a Johann Strauss concert literally leapt from his seat as the chamber orchestra performed the Champagne Waltz. It was if the composer himself was present–especially since this concert was occurring in the very hall where Strauss...