A good friend of mine and I recently spoke on the question of what is “service”?  He is in the hotel industry where he and his staff deliver one-on-one direct service while providing a very tangible product to customers.  Based on the “real-time” exposure to his staff and the condition of the hotel product they…

It’s a beautiful day.  The sun is out, here is a cool breeze, and it is the weekend.  I’ve had a good week – busy, but not too crazy.  Clients seem happy.  Yet it’s hard to relax and fully enjoy the moment.  I am thinking about the next week, the next month, and the rest…