The Extra Mile

Customers appreciate when businesses cater to their needs. This should go without saying. So, why is it we’re still pleasantly surprised when we find one that really puts their money where their belief system is and does something good for both their clients and the...

A Pleasant Surprise

I was flying in with a really late arrival recently and needed a place to sleep before a long drive home. All I needed was a bed. Nothing fancy. Just clean and comfortable. I picked a motel chain I’d never stayed at before but had seen for years. The price was really...

Teach Good Service

Years ago when I attended bartending school I was taught to always make eye contact with new customers as they approach the bar, especially if the bar was really busy and I knew I wasn’t going to be able to take their order immediately. This way, the new comers would...

Manage Expectations

The other night I worked late but really needed to make a grocery run on my way home.  I pulled into the parking lot and walked up to the front door where the signage clearly said, “Open Daily Til 11:00 p.m.”  “Cool,” I thought.  “There’s no rush.”   Well, my first...

Accessibility Along the Wine Trail

This past Memorial Day Weekend I went with friends on a tour of wineries in Western Wisconsin along the Great River Road that runs alongside the Mississippi River. We tasted some good and some not-so-good wine, and we had a great time visiting the shops that are...

Design for Accessibility

I recently traveled with my aging parents to my sister’s wedding on Chesapeake Bay. It was a lovely weekend and everyone had a great time, yet while I see my parents every week, living and traveling with them for four days reinforced to me just how much care we, as...