We have a great little secret here in Sarasota/Bradenton. Well, it’s not the great secret it used to be, as people have discovered it, but its still pretty cool. It is the Sarasota Bradenton International Airport, code named SRQ. Now honestly, this is an article about customer service, not an airport. But I do love…
Build the Building Before You Print the Brochure
I heard from a friend last week in response to my last column, and the conversation was some version of the following: “Fine, Bob. Great article. We tell them the noble story, they show up excited, and then what?” It is a fair question, and it is asked in a tone I have come to…
We Named Ourselves After the Accounting. What Did We Expect?
There is a moment at every social gathering that those of us in this industry have learned to dread. Someone asks what you do. Now, regarding that question I normally provide the answer that is my stock in trade: As little as possible. But then you have to get serious. You have to say it.…