by John G. Self | Sep 4, 2013 | Leadership, Stories
John is just returning from a long weekend with family in California so we’ve decided to share an oldie but goodie today. This piece was originally posted in January of 2013. A baker’s dozen, a little something extra… When you buy a dozen cookies,...
by John G. Self | Aug 12, 2013 | Healthcare, Stories
The healthcare industry can be a bit sensitive on the subject of customer service. When compared to U.S. based Airlines, it shouldn’t be. For airlines, it is not about excellence in customer service. No, they are investing millions, if you believe the...
by John G. Self | May 15, 2013 | Leadership, Stories
When an airline treats their dog passengers – the barking, tail-wagging, four-legged variety – with enormous care and concern for their well-being, there is hope for the passengers as the post-merger cultural transformation evolves. When an airline, or any business...
by John G. Self | Jan 16, 2013 | Leadership, Stories
A baker’s dozen, a little something extra… When you buy a dozen cookies, donuts, cinnamon rolls or other treats, bakery sales clerks will frequently add a 13th item—a little additional value, a “baked goods” thank you for your patronage. Today I heard a radio...
by John G. Self | Nov 6, 2012 | Stories, Technology
On Monday when I returned to Dallas from a weekend trip I experienced, first hand, strategy trumping service, producing less than pleasing results. A Yellow cab driver, first in line, which means she was obligated to accept the first customer, refused to take me...
