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My Family Gathering: Airline Hospitality Style

Over the Holidays my sons, step-daughters, grandkids and others came over to hang out and celebrate the season. December was also a time when I was fresh off several flights to and from a variety of destinations. With a head full of recent experiences with the various friendly skies of the airline industry, I was excited to deliver my guests the same[…]

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Consumer Centricity, Customer Service, and 8 Laws. YPPE#3

If you are customer centric, if your company is customer centric it goes far beyond actual customer service. Being truly customer centric reflects your ability to show customer oriented leadership, it shows your ability to understand your customer. You have designed the experience they have for THEM, you empower them, you put them first, you[…]

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Are You PRO or RE?

“Don’t think, React!” That was the daily advice of my Junior High School basketball coach, Mr. Korwin. He believed that if we spent too long pondering the next move on the court, we would be prone to mistakes, indecisiveness, and poor judgment. For us, gangly eighth graders, it may well have been excellent advice. Better[…]

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SWOT? No, SDOO. Let’s talk STRENGTHS! YPPE #2

With the new year already in full swing, most of you have put together either resolutions, goals, or plans OR some variation of all of those. And while we business planners reinforce important things like our vision statement, set new goals, play with the budget and finances, and carefully design our action plan; we ignore[…]

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Optimism and 2018 YPPE #1

So here we are, saying good-bye to 2017 and look to the coming year with hope and anticipation. Honestly, I can’t help but to think it’s going to be an excellent year. The question, then, becomes: How do I (I meaning you, me, anybody) make it a better year, or at least have it be[…]