Leaders Don’t “Enforce” the Rules

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At a recent manager meeting, we were discussing the difference between service and hospitality.  We decided that over the past year, we have continued to offer good service, which meets the customers basic needs, but we have fallen behind on hospitality, which is where a restaurant really differentiates itself from the competition, especially in quick-service.  We talked about tips, tricks and… Read more »

How Small is Your Bubble?

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I am sitting in Peets, drinking coffee.  I am surrounded by at least 30 other people in this 2000 square foot coffee shop.  While I’m surrounded by people, my two-seater table is like my own personal bubble.  There are groups chatting, there are individuals working, but everyone is simply living around one another. I have often felt like if I… Read more »

The Joe Maddon School of Personal Development

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The Chicago Cubs had a wonderful season, despite the disappointing ending of being swept by the New York Mets in the NLCS.  The highlight for many Cubs fans was watching Joe Maddon steer the young team during his first year at the helm.  Always ready with a quip, Maddon did a lot of things differently while leading his team to… Read more »

The Case for a Two Minute Job Interview

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Anyone who has ever had to interview potential employees has gotten to a point in a job interview where they realize there is no need to ask any more questions.  One way or another, they are sold and they know whether they are going to move forward with the candidate.  Sometimes, when the interview is good, you might skip over… Read more »

A Thank You Letter to Southwest Airlines

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Saturday night at McCarran airport in Las Vegas.  I’m experiencing what I consider to be no more than a minor inconvenience.  Major gusts of wind that same afternoon had resulted in planes destined for Las Vegas to be diverted to other destinations, causing delays throughout the airport.  My flight was scheduled to leave 3 hours late. It actually left about 4.5 hours late…. Read more »