Random Ponderings

I know it is a cliché to do a blog about resolutions around the New Year.  Truth be told, I don’t really do resolutions; I prefer to do...

Rivaled only by childbirth (so I am told) and buying a car, I don’t know of many life experiences that combine so much joy with so much...

Most of my time is spent immersed in one of two distinctly different environments.  Either I am in front of hundreds of people who expect...

With all apologies to Esquire magazine for blatantly ripping off their idea, here are just a few of the hard earned lessons I’ve learned...

As I travel the globe discussing the customer experience with companies and associations of all sizes, I am repeatedly asked one critical...

No matter how committed your organization is to service excellence and the customer experience , you will miss the mark on occasion.  I...

Walla Walla, Washington , the sleepy town near which my lovely bride and I moved a few months ago, generously lists its population at...

It was a day that epitomizes why my lovely bride and I frequently travel to Healdsburg , a sleepy little village nestled in the middle of...

I love to see years of training put to good use, especially where employee appreciation is concerned.  The account below is based on...

When it comes to public speaking, nothing is easy.  I have done over 100 events each year for 20 years, and before starting the...

Last month, my lovely bride and I moved .  When you move into a new home, you have a concentrated opportunity to experience service...

As I travel around the world, I am afforded many opportunities to observe human behavior .  Mostly, I enjoy people.  However, there are...

The lovely bride and I moved from the mountains of Colorado to the vineyards of Eastern Washington about six months ago.  Our new home...

On a recent “wander and ponder” (e.g. hike) with the Boone Dog, we happened along this sign. I stared at the sign for an inordinately...