On Resisting Change
How To Be Like Walt Disney
In How to Be Like Walt, Pat Williams cites the six qualities that made Walt Disney's work so creative and innovative. In re-reading How To Be Like Walt, it was a great refresher on what contributed to Walt's success. The Six [...]
Leap Year: How Are You Using Your Extra Day?
How often do we say "Geez, if I only had an extra day?" or "I wish I had a little more time." This year we do! These 24 extra hours give us just over 27 more minutes each week than we [...]
Starbucks App Is Slick, But Reduces Customers To Transactions
It is an ultimate convenience that you can pre-order Starbucks from your phone. Tap your order into your phone, walk in and pick up your beverage. It is paid for and you skip the line. To some operators, I’ll bet this [...]
Solve Problems By Being A Copycat
What other industry has already solved your problem? When faced with a challenge, instead of trying to solve the problem from scratch - find an analog. That is, a comparison model you can copy. Ask yourself who (or what) may have [...]
A Very Merry Christmas To You And Yours!
Creative, Elegant Temporary Solutions To Problems
There is construction taking place at Schipol Airport in Amsterdam and a small leak has developed in the roof. They've put a plant in place to catch the leak. Not a mop bucket or 50-gallon trash can. You almost wouldn't notice [...]
Asset-Based Thinking
At first I thought Asset-Based Thinking had something to do with finance and inventory... but the title, "Change The Way You See Everything: Through Asset-Based Thinking" piqued my interest. This business/self-help book by Kathryn Cramer and Hank Wasiak offers a transformational [...]
7 Steps To Build Your Annual Plan Like A Pro
Whenever we get toward the end of the year, we start thinking about next year. The plans, programs, and activities will allow us to meet and exceed our goals. Here are our seven steps to building your annual plan like a [...]
Helicopter View, Customer Service Technique
One of the challenges for staff in a store or restaurant, in delivering great customer experiences, is to anticipate customer needs. Delivering this high level of service involves being so tuned-in to customers, you can answer questions before they even ask. [...]