Tag: customer service

  • My Unexpected Lesson at 15,000 Feet

    My Unexpected Lesson at 15,000 Feet

    I begin today’s post with a brief tale…of what could’ve been a foul, horrific experience for us all. It happened early on during a flight home on Southwest. Just as we got to about 15,000 feet, a man a few rows in front of me (in Row #3 to be exact) well…let’s just say he…

  • What Attraction is REALLY About

    What Attraction is REALLY About

    Recently I learned another – humbling – leadership lesson. It taught me a thing or two about what really attracts people…to us as individuals and leaders, and to our organizations. I begin with a spoiler alert: Despite what we hear every day, attraction isn’t about our perfect outfit, our fancy new car or our carefully…

  • How One Day at Starbucks Rocked My World

    Last week found me plugging away in one of my satellite offices. Starbucks. I admit it. It’s a favorite place of mine. After all, who doesn’t like a little Starbucks fix now and then? I was working on a piece on leadership, thinking through the best leaders I know. The customers streamed in steadily, happily chatting…

  • Lessons Learned from a Major Meltdown

    Truth time. I had a meltdown a few weeks ago. It was not one of my finer moments. In fact, it was one of my very, very lesser-than-fine moments. It had to do with a big fight with U.S. Airways. It got ugly. It got personal. For both of us. But… It also provided a…