This week I had the opportunity to travel across several western states and as I did so I had to stop for gas and snacks on several occasions. as I was traveling mostly on rural interstates, I stopped at a lot of large travel centers (what we used to call a truck stop). Particularly I stopped …
Clean Restrooms Drive Profits up, Dirty Restrooms Drive Customers Away! Read More »
We all give our time, talents, and indeed our lives in trade for money, freedom, fame, family and many other things. I often wonder if we know what we are trading for. In the barter that is our life, is what we give up truly worth the value of what we receive? Are we …
Many years ago a friend of mine purchased a new european sports car. It was a sleek and stylish convertible bound to turn heads as he drove through the City. One problem, he lived in Denver where the freeway can be covered with salt and sand for many months of the year. Not willing to park his car …
The reasonable man adapts himself to the world; the unreasonable one persists in trying to adapt the world to himself. Therefore all progress depends on the unreasonable man. – George Bernard Shaw – In 1961, President John F. Kennedy announced in a joint session of Congress the unbelievable goal of sending an American to …
The Service industry is about people, and building relationships. More business is won, and lost, due to relationships than can ever be gained through performance. If you lack the ability to build solid relationships with employees, customers and peers, you will most likely fail to achieve your goals, regardless of your ability to perform. When …
As someone who has worked in the Service Industry for over 40 years, I have had the opportunity to both work for the federal minimum wage, and also to offer employment to persons at or slightly above minimum wage. It seems that all around us we see protests for exorbitant hikes in the minimum wage. …
So once again I find myself checking into a hotel, which I do nearly every week, sometimes several times a week. The desk clerk is courteous as he asks my name. He notes that I am an elite member of their rewards program, and that they appreciate my business. He then asks if I have …
Many years ago, at the beginning of my career, the company that I was working for was acquired by a competitor. I knew little to nothing about the company that bought us, or the two owners of this company. I was working in a key account, and was therefore a crucial part of this acquisition, …
Companies often say that their employees are their most valuable asset. If that is true, why are they so often neglected? When smart companies invest in vehicles or other equipment for production they meticulously follow the maintenance schedule to keep this asset running in top condition. Oil gets changed. Machines are calibrated. Daily inspections are …
We have all been in a restaurant, wondering what to order, when suddenly we hear a sizzling steak, fajitas or other item being delivered to another customer and we think, “Hey, I want that!” The sizzle is no accident. Long ago our steaks were brought to us on a regular plate. Same food, but no …
