“What seems insignificant to you may carry tremendous meaning for your customer.” Some things should never change. Others have to. When I think about companies like Hilton, Marriott, and Disney,…
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Can Your Operation Keep Your Promises?
“The customer doesn’t care about who did what. They want it to be right.” Every organization makes promises to its customers. Marketing makes them. Sales makes them. Advertising makes them.…
Little Problems Become Big Problems
“If somebody tells you something needs fixed and you don’t do something about it, then you really lose credibility very quickly.” I recently learned firsthand how quickly a little problem…
Take a Position of Leadership on Safety
“Be the leader that steps up and narrows the odds of something happening.” When we talk about leadership, we often focus on performance, customer service, and developing people. But there…
Be a Good Role Model
“If you know something, you ought to be teaching it to others.” I didn’t always know what to say when someone told me I had influenced their career or changed…
Advice for College Students
“Great people with a great attitude will always get noticed.” One of my favorite opportunities each year is speaking with young people who are just beginning their careers. Recently, I…