I love companies with slow computers

How much money do you waste by making your staff wait for computers? For slow networks? For slow internet? For slow computers? How hard do you make it for them to get their work done? How many times has a hotel desk clerk apologized to you at check in time because their computer was not […]

Earning Return Business, part three

In the last year, we’ve experienced the joy of moving. Twice. Yes, twice on purpose. Apparently our lives are in such dire need of adventure that one move wasn’t enough. Census you asked Why do I bring up these moves? According to U.S. Census data from 2010, Americans move about 12 times in their lives – and […]

Consistency drives word of mouth business

Last week, my wife and I went to a place we’d been looking forward to for some time.  Our 31st wedding anniversary dinner was the perfect occasion to try a new (to us) place, so we went to a local Cajun restaurant whose entree price ranking is $$ and name includes “Orleans”. Long time readers […]

Tourist season is coming – Are you ready?

Before you know it, the long winter will be a forgotten memory – except for the powder days. As it finally warms up for good (whatever that means this year), school will be out and tourists will be inbound for another summer. It’s almost tourist season. Are you ready? Is your facility ready? I’m sure […]

Pivots make customer service personal

It was Saturday so my social calendar was in full swing. Earlier today, I met a friend for lunch and barley pops at a place that has a sunny, well-lit dining area perfect for the first sunny day in a long while. After being greeted as we sat down, no less than five different wait […]

The most important little thing we do

When you’re on the road, little things matter. In fact, they matter all the time. Every. Single. Day. That extra comment or tip from the lady at check-in. The friendly suggestion from the dude who drives the shuttle. A restaurant recommendation from the parking/cab attendant that turns out to be amazing and a good bargain […]

Hooters, standards and politics

No matter how you feel about Hooters restaurants, it’s clear that at least one of them doesn’t appreciate the behavior that San Diego’s mayor is accused of. While I think it’s a smart use of the news – particularly in Filner’s San Diego, it will be interesting to see how their customers react. What do […]

Wanted: Smoking hot hotel room in Kansas City Kansas

Of course, I mean a “smokin’ hot internet connection”. Late last week, I was heading north through western Missouri, I planned to make an overnight stay in the Kansas City area. Knowing full well (though with a little jealousy) that Kansas City, Kansas was the first winner of the Google Fiber lotto, I thought it […]

The best surprise is ?

photo credit: las – initially Hotels often provide fuel for writing and a recent trip was no different. I noticed there were some Goldfish crackers crushed on the floor as I got off the elevator at six this morning. At the time, I figured that the staff hadn’t seen the mess yet. Six hours later […]

Help them help you

During a recent road trip, I encountered this sign in a rest room entryway at an Oklahoma Turnpike rest stop. Below the sign was a standard wall light switch. While I didn’t test it and hang around to measure response time, it’s a nice idea that allows customers to help a business’ staff become aware […]