I love Campo restaurant in Reno. I’ve tried both their lunch and dinner menus; the food is excellent and the service is very good and at times brilliant. Campo’s owner, Mark Estee, is more than a chef in the restaurant – he is also an active and visible leader in his business. I have not [...]
According to Ira Chalef, courage is the ability to step forward through fear. One of the manifestations of courage is pushing beyond your comfort zone. I require every student in my social business and personal branding courses at The University of Nevada to make a brief “about me” video to post on their blog at [...]
My daughter and I just returned from lunch at Rose’s Café. As always, the service was fast and extremely friendly, and the food was delicious. I’ve never had a bad experience at Rose’s. But Rose’s is not where we planned to eat lunch today. We walked in and right back out of Campo at about [...]
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I am speaking this morning to a group of leaders at Truckee Meadows Community College. It’s not often that I get a chance to speak to colleagues in education about leadership so I am looking forward to it. These folks have been participating in leadership development and my talk will be the final session. I [...]
Crappy Systems – The Reason Why Good Service Is So Elusive
Why is it so hard to get good service in a coffee shop in Reno at 7:30 am on a Friday morning? Last week I had an unacceptable service encounter at Starbucks. This morning I once again was near that same Starbucks, and instead of going for the convenient experience, I drove out of my [...]
