I recently read Chip Bell’s latest book, Sprinkles: Creating Awesome Experiences Through Innovative Service. One of Bell’s standout quotes dealt with a switchup in signals that can plague a guest / customer / client of any organization: Colorful service involves...
I have a disorder. I’m pretty sure I have a lot of ’em, actually, but I have one in particular that I’ll highlight today. I can’t stand to be around you when you’re eating cereal....
Over the weekend I read Chip Bell’s latest little book, Sprinkles: Creating Awesome Experiences Through Innovative Service (special thanks to my friend Bob Adams for the suggestion). In it, Bell makes the practical, yet often-overlooked suggestion that...
Your guests walked away from your service this weekend with a collection of stories. They are stories they’ll tell once they return to their cubicle, their neighborhood, their dinner table. They are stories of delight...
Every Friday I dig into the archives and dust off an old post. If you haven’t read it, it’s new to you! 1. Pick up the trash. Inside. Outside. Your space. Someone else’s space. If...
I’m currently in the middle of a biography on Andrew Jackson. I tell you this because (a) it makes me sound more studied than what I actually am and (b) it feels like I’m being...
Last week was Thanksgiving, the time-honored American holiday where families gather around tables to partake in a sumptuous feast and reflect with gratitude on the blessings of our creator in the previous year. That time-honored...
Yesterday’s post may have left you with the impression that I’m not so happy with The Happiest Place on Earth. Au contraire; our family did indeed have a great trip. A large part of that...
I’m enjoying some long-awaited downtime with my family this week. The following post originally appeared on April 23, 2009. Anybody else have that cheer at your high school? That might have been my second-to-least favorite...
Every Friday I dig into the archives and dust off an old post. If you haven’t read it, it’s new to you! I thought this article from Help Scout was pretty interesting. The skinny: researchers...
