“I’m 70 And I’m Quitting”

  I had a terrific discussion with a successful businesswoman a few weeks ago. Her name is Beth, and she rose to an executive position at a major corporate training organization. I’ve known Beth for more than a decade, and there is no doubt that she is a superstar employee. She is a natural leader.… Read More »

The White Glove Treatment

I recently attended a conference, and was intrigued when a speaker discussed the White Glove treatment.  He explained how his organization was inefficient in the onboarding process.  He exclaimed: “Quite honestly, I can’t believe we have any business at all.  We are so bad at bringing on new customers.” Transitioning new customers is a critical function for all organizations.  Marketing has… Read More »

He Graded Papers the Night Before His Death

  Like most people, I often imagine what I will do when I retire. I have a couple decades before that decision will be front-and-center, but it’s never too early to start planning. Knowing how I am, it’s impossible to think that I will stop working cold turkey at age 65. I’m sure that I… Read More »

Overworking the Customer: My DirecTV Experience

  For more than a decade, I have been a customer of DirecTV. For the most part, I am pleased with the service, and I plan to be a customer for years to come. However, I had an experience recently that I would like to share as a lesson. Calling Customer Support I found time… Read More »

How Face Recognition Led to 3 Free Coffees at Starbucks

  Like many people, I am a coffee drinker. While I enjoy the hot beverage, I usually have only one cup per day. However, I drink more than my share of Diet Coke and Diet Dr. Pepper. In fact, I usually by the soft drinks at CostCo, so you get the idea, right? Starbucks coffee… Read More »

Does Being Too Friendly Make One Stupid? The Moby Dick Story!

  I recently went to the local Prometric Testing Center to sit for the Certified Associate in Project Management (CAPM) exam sponsored by the Project Management Institute (PMI). My exam was scheduled for 10:00 a.m., and I was anxious to get started. When I arrived, I accidentally went to the wrong door. When I tried… Read More »

Border Patrol Asked: “Is This Your Car?”

  A few days ago, I made a trip to Piedras Negras, Mexico, which is a border town right across Eagle Pass, Texas. This is a trip that I’ve made many times over the years, and I have noticed that security is getting tighter and tighter. Today, for example, we are required to show our… Read More »

From Cruise Director to Flight Attendant

  On an American Eagle flight from Dallas to Garden City, KS, we were in the hands of a jovial and talkative flight attendant. His name was TJ, and I was able to get a picture of him while he served a beverage to the passengers on this 90-minute flight. The Greet! Upon boarding the… Read More »

Flight Attendants Gave Me Vodka, Bug Repellent, and Hair Spray

  My flight from Newark to Bombay, India was mostly uneventful. I was fortunate that United Airlines allows its frequent flyers a perk called “Global Upgrades.” In essence, if we book the ticket in the appropriate class, we can apply the upgrade, which means we can fly in Business Class. This particular flight is 15… Read More »