Random Ponderings

On one of my recent flights, I had an interesting experience.  We were boarding the flight and I was in the very first row (bulk head),...

I was recently interviewed for an article in another organization’s newsletter on the topic of wine.  With so many gatherings involving...

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...

It happens at EVERY event at which I speak .  My host takes the stage and launches into my introduction.  “Dave Mitchell is President of...

I have an odd relationship with Facebook .  Maybe you do, too.  I think it must be a lot like my parents’ relationship with each other. ...

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...

She was clearly confused.   Before boarding even began, she had tried to walk out onto the tarmac of Pasco Airport .  Only the impressive...

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...

The Customer Experience! It is a phrase I like to use to remind my clients what they are creating every day for the consumer. That was...

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...

The fine folks at Eagles Talent invited me to post a blog entry about the title question.  Oddly, for a man who founded a company named...

I recently wrapped up an 18-day tour that took me to 13 different cities.  While that sounds very exciting, the best thing about a tour...

As part of my Masters of Education degree from the University of Illinois, I experienced several courses that focused on the transfer of...

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

Muddy Waters understood the challenge of rapport building.  In part one of this two-part blog post , I used the iconic Waters’ blues...

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...