Over the past 25 years I have dined at over 3,000 restaurants, from high-end to casual dining. I have also had the privilege of working with the guest care teams at many of the top 100 restaurants in the country. In every dining experience, the server had the chance to make an impression and to create a memorable experience. Out of the thousands of servers I have interacted with, there is only one whose name I can always remember, Russ. Several years ago, my family and I were

Every day, we hear about the latest and greatest ways to service our customers – and as part of the customer care industry, it’s my job to stay up to date on all of them. In the 30+ years that I’ve spent in customer-facing roles helping organizations elevate their customer care, I’ve had opportunities to work with companies such as ConAgra Foods, Estee Lauder, Toyota, L.L. Bean and many more, but my passion for customer care came long before this. Many have asked where I deve

My first job was cutting my neighbors grass. Two acres that took about 2 ½ hours to cut, I was paid $7. At 10 years old that 7 dollars was a fortune! Mrs. Todd was my first customer. I learned how she liked her grass cut but more importantly I learned why that was important to her. She liked to look out her kitchen window at the long lawn and see the straight lines of the mower because that is how her son had cut it. At 10 years old I did not fully understand why it was impor

My wife and I are big music fans and we have been fortunate enough to attend a few concerts in the past couple of years. While I think most artists strive to provide a good show, I am not sure all of them look at their fans as customers. We recently attended our second Kenny Chesney concert, #noshoesnation #triparoundthesun, in Philadelphia at the Lincoln Center where the Eagles play. We learned Kenny has 28 tractor trailers full of equipment and 19 tour buses to set up th