Star Wars and Second Time Guests
One of our guest service plumblines is the first visit should set up the second visit. We believe that for all of the importance of visit number one, the real win is that a guest returns in...
Latest posts
Mixed Signals
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...
On Corn Flakes, Misophonia, and Never Not Noticing
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....
Flashback Friday: Who’s In Front of You?
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 hear it all the time. You do, too. Perhaps you’ve said it....
Thursday Three For All
It’s Thursday, kiddies: the day when I roll out a few things I’ve been reading over the past week. Three of ‘em, to be exact. Enjoy. (Remember: click on the bold print to read the entire...
Let it Breathe
At my core, I naturally drift to being a micromanager. I like to know that systems systematize and structures keep their structure. While systems and structures aren’t inherently evil, I recognize the dangers of holding...
Danny Recommends: Podcasts
’tis a new year. And being a new year, I thought it might be fun to introduce a new-and-occasional feature on the blog. (Yes. It will be fun. You will like it. Don’t make me...
Find their Affinity
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...
Merry Christmas from the Franks Family!
What a great year! Thank you for being a reader. The blog will be on hiatus for a few days as I enjoy some downtime with my family. See you in 2016!
Christmas at DPAC: Day One
The Lord is good, my friends. Yesterday kicked off the first two of five Christmas services at the Durham Performing Arts Center. If you keep up with eastern seaboard weather trivia (and who doesn’t?), you...
