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 [...]
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 [...]
I love Starbucks. I’ve been a gold card holder since 2010. I can get a better cup of coffee in Reno at places like Swill and HighPoint, but I appreciate the convenience of multiple locations and the usually consistent product and service quality offered by Starbucks. But I had a bad experience at the Starbucks located [...]
“Ask not what your country can do for you, ask what you can do for your country.” President John Kennedy gave us this mantra of citizenship in his 1961 inaugural address. Two hundred and seventeen words before this now famous call to action, he told us why it matters with these words: “In your hands, [...]
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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 [...]
