Blog

It was a tough evening one night as my flight back to Denver was delayed more than three hours. I realized I will now get home at 2 a.m. As I was going through all these thoughts, I got the following text message from the airline: “HERE...

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I had just got to my car rental at the Dallas Airport and the moment I turned my ignition on, the message said “Service B Exceeded by 5100 mi”. Hmm. That did not sound good. I was not sure if I should drive the car for...

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I was back at Floyd’s for a haircut with my favorite stylist Dawn. (Click here to read how she became my favorite stylist). This was my first return visit and I was a little apprehensive if it will be as magical as the first visit.  Dawn...

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I was at Floyd’s Barbershop for a haircut. My stylist Dawn greeted me and during the haircut I learned that she has worked with the company for 11 years. I asked “What do you like about working here? Dawn: “Every day when I come to work, I...

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Too many brands only celebrate exceptional customer service. That means the rest of the time, service is simply ordinary. Instead, brands should define their standards based on what every customer gets every time and celebrate the percentage of times they deliver that standard. This way they...

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