This past week the former owner of Woodlawn Memorial Park and Funeral Home passed away. Bob Neel, had been retired, but at one time was the President and CEO. I had worked with Bob years ago when I was with Philip Crosby Associates quality management consulting firm. Bob had hired us to ensure that […]
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Philip Crosby, one of the leading gurus in quality improvement, took me to breakfast when he hired me in 1983 and during the meal gave me a gift. The gift was a wooden box with a Cross pen inserted. Engraved on the box was the word ADEPT. He explained the meaning of the acronym: A […]
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Everything your customers see, hear, smell and touch impacts their experience. Delivering the ultimate in customer service requires careful planning and design of the entire customer experience. Southwest Airlines knows this and executes seamlessly. There have been times when I think there is no way possible they are going to get every passenger on the […]
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Philip Crosby, the leader in quality management, once said, “You have to lead people gently toward what they already know is right.” Most everyone knows that giving good customer service is the right thing to do, so why doesn’t it happen more often? There are many reasons I can think of: • Everyone brings […]
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> I had coffee with Joe Tye, the Values Coach last week when he was in Orlando. Joe writes a great newsletter called The Spark Plug and we found we have many of the same thoughts and ideas on culture and how important culture is to an organization. He really loved my story of my relationship with […]
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>For 3 years, I had been taking my husband’s shirts to a cleaner near my house. But after awhile, I noticed that the shirts kept coming back with buttons missing. Well, actually it was my husband who noticed, but I was the one who got to hear about it. He would be running late, hurrying […]
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