The Quality of Service

The Quality of Service

Mrs. Pope was my fifth grade teacher.  I did not know the word back then, but she was a renaissance teacher.  As her students, we painted, sculpted, created scrapbooks, played classroom games, learned poetry, and staged musicals complete with costumes.  It was the...
Give Customers What You Are Destined to Give

Give Customers What You Are Destined to Give

The Chef is a great, feel-good movie about a (duh!!) chef who is divorced from his wife and estranged from his only child—a bright young boy eager to have a relationship with his dad.  Carl Casper (the chef), despite his foibles in personal relationships, is an...
The Innovation of Creating a Miracle

The Innovation of Creating a Miracle

A Boston family adopted an Asian girl. No sooner had she arrived in the U.S. than the family learned she needed to have major surgery. The nine year old child––who spoke only Chinese and had life experiences limited to a small Chinese village and her trip to the...
The Magic of “I Have Complete Authority”

The Magic of “I Have Complete Authority”

It was destined to be an awesome surprise dinner for a newly degreed M.D.  In addition to her friends, her family was flying all the way from India to celebrate their daughter’s graduation from medical school. The surprise was staged at the fine restaurant at the...
Do Your Employees Love Your Brand?

Do Your Employees Love Your Brand?

Shwetha loves HP!  No, that’s not a carving on a school ground tree nor is it a Krylon spray painting on a water tower or overpass.  Shwetha is a support tech operator for Hewlett Packard.  And, her style, behavior and words clearly parade her devotion to the HP brand...