For over 20 years, I have maintained a checking and savings account in Seattle at a prominent bank, one of the largest in the United States and worldwide.  According to them, I was a valued rewards customer with a high-tier “status,” which sounds good!   During this time, I never received a maintenance fee for my multiple accounts, but recently, and to my surprise, I noticed one was levied.   I took a copy of the statement and visited the bank to enquire about the charge.   T

Credit: T&T Supermarket   There are numerous stories and case studies about successes in business.  The story of T&T Supermarket should be included.  For the past 10 years, my wife and I have regularly taken a two-hour drive from our Seattle suburb in Lynnwood to Richmond, B.C., to enjoy excellent Chinese cuisine and to shop at T&T Supermarket.   Since first learning about this successful supermarket in Canada, we hoped that it would one day be in the Seattle area.    Today,

If we don’t take care of the customer, they will become extinct.   Remember these Golden Rules!   Rule #1 :  The Customer is always Right...

Learning from the master.  Recently, I was taking a lesson to try and improve my golf swing.   I made a comment which is perhaps one of...

At every opportunity, I try to spend time with our grandsons (ages 8 and 10).   While they are a handful all the time, they teach me...

The incident at the swim school reminds me of my experience a few years ago at a travel agency that inspired me to develop a presentation...

The Generation Gap!  We have all heard this throughout our lives.  In my younger days, I did not fully appreciate this term.   At best,...

During my career, Corporate Social Responsibility, better known by its acronym “CSR”  was a popular topic in every industry.   The...

Here is a revelation and a wish to ponder!  Wouldn’t it be wonderful if every employee:     1. Believe their actions and performance...

For anyone in the service industry, one of the most frustrating experiences must be seeing a customer ignored for whatever reason.  ...

I talk about staff often because I truly value their importance to a business and to their individual careers.  At any time, it is an...

I always believed that Management was the path for my career.  For some, management may not be of interest, but for aspiring leaders like...

Recently, during an exchange of emails with a young, talented, aspiring consultant, I was asked a simple question regarding management.  ...

When I worked with our external consultants, in particular the Advertising and PR agencies, I wanted them to be clear about our...

We just appointed a new PR agency, and on a warm and sunny spring afternoon, I sat down with the representative from the PR agency to...

Back in the 70s when I was a young 20-something starting in sales at the Hawaiian Regent Hotel in Honolulu, it was emphasized to me many...

While I was new to the theme park business, I very quickly found many similarities with hotels.  Even the measurement terminology was...

Successful leaders lead by example and they “do the right thing”  and not just do things right.   They have confidence and trust in their...

In my previous articles , I wrote about my career and acknowledged those around me who made my success possible.   Today, I would like to...

Last month, I was approached by a dear friend who has become a very successful YouTuber for an interview.    His followers have grown...