Research shows us that, at every age, people are pretty terrible at estimating just how much things will change in the next 10 years: Research recently reported on in the New York Times about a study on self-perception published in Science shows that individuals at every age and demographic make this kind of error: They…
One of the most interesting things you run into when training is when you start to contradict the personal narratives of the folks in your class. What I mean is, we all have narratives. These are the stories we tell ourselves to explain the world around us. These narratives become part of the cognitive dissonance…
My good friend, Kevin Donahue, who works in the hotel sales industry, posted a story today that talked about how much bad service costs a hotel versus all the other things guest might complain about. But there is one problem – over and above all others – that causes not only dissatisfaction, but a complete…
Recently, I was having a conversation with my massage therapist about what I do for a living. She mentioned that she thought we had some skills in common that were important to being successful in both of our jobs. We agreed that there was one that was absolutely vital to both of us, the ability…
If you ever want a really good look at how seriously someone in the restaurant industry takes customer service, try going out to eat alone. Since I travel quite a bit, and much of that time I am onsite doing training by myself, I have ample opportunities to eat out by myself. I’m not one…
Last night, while hanging around the house with my wife, I had the soundtrack to the Rolling Stones concert/movie Shine a Light playing on my iPad. When the song She was Hot came on, I made the comment that this song got a bad rap back in the day. I recall hearing the song frequently…