Management makes right decision

My friend and I had looked forward to this catch-up lunch. The restaurant was busy even though it was only 11:30. Upon sitting down, I informed our server I wanted to buy one of their special “free pizza with gift card” deals. I gave her my credit card and...

Bike shop spins customer loyalty

The guys at Willow Glen Bicycles in San Jose keep knocking my socks off with their service! Dick and his crew are the kindest, most generous and knowledgeable bike staff around. I’ve watched them take care of the most proficient cyclist with thousand-dollar bikes to...

New just-in-time learning resource on the web

The just-launched site, iLearningGlobal (iLG), is a great training tool for corporate employees, small-business owners, and individuals interested in sharpening their skills. It is an amazing way to learn from some of the world’s greatest minds in success,...

Do your staff head off customer upsets?

I’d stayed at the Bejaya Time Square Hotel on my last visit to Kuala Lumpur a few months ago. It’s a nice business hotel attached to a very large mall. My previous room was a junior suite with a small kitchen area and living room, and Internet access via a...

Amara Hotel exemplifies superior service

Some hotels claim to have superb service. Others actually provide it. Here’s an example of some of the outstanding service I received on my recent stay at the Amara Singapore. Arriving at 6:00 a.m. from my overseas flight, I was informed I needed to check back...

Do you trust your customers?

In a recent vacation to Lake Placid, NY, I was taken down a winding country road to South Meadow Farm. We entered the small room attached to the barn which displayed a large variety of local food stuffs. We were tempted by shelves of maple syrup (light-, medium-, and...