Latest posts

Flashback Friday: A Mouse Tale

Every Friday I dig into the archives and dust off an old post. If you haven’t read it, it’s new to you! The last 48 hours in the Franks household have been…interesting…to say the least....

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...

Want to Connect? Serve!

Every Friday I dig into the archives and dust off an old post. If you haven’t read it, it’s new to you! Fewer things bring me more joy than to hear a volunteer talk...

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...

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...

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...

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...

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...