This past weekend I helped a friend of mine and served as the maître d for an event of 200 people that he was hosting (it was great to get back to my “banquet” roots). Shortly after arriving and meeting the service team, I realized that many were inexperienced and for a few of them,

You have a hard to fill open position at your job. Even after interviewing candidate after candidate, the spot has been vacant for over 6 months and you wonder if they’ll ever find someone. To make matters worse, you’ve listened to your HR recruiting manager complain for weeks about “not finding enough qualified applicants”. But

In a recent post from my friend and colleague Shep Hyken, he speaks about the poor service he received at a high-end steakhouse. He explained it like this: “As the server was setting down the salads, we noticed that one of the salads had a tiny portion of salad compared to the others. It was less than half